-
This is for individuals who would like assistance and would like not to be charged by the quarter hour.
-
With Priority Support you would be purchasing support by discounted blocks of time which will allow for priority assistance with your issues.
-
When your time is used up on your package, you will need to buy another package if you need additional assistance.
-
Each time we service you under your current purchased block of time, we will respond when closing the support ticket with time used.
-
If more time is required than what you have available in your block, then we will notify you and get permission to add additional blocks of time as discussed and agreed.
-
There is a significant savings by buying a Priority Support Package.
-
Priority Support requests are handled in on a first come first serve basis and with respect to emergencies, if any.
-
Blocks of Support Time are purchased at reduced rate.
-
Lodge your support query and have it responded to by a qualified member of Quantum's Software Support Team.
-
An incident is a single issue or problem that may take support technicians up to a maximum of one hour to solve.
-
If the incident requires more than 1 hour of staff time, additional support charges may apply.
-
If an incident requires less than 1 hour of staff time, we will carry over any balance for the next time you need support for up to 6 (six) months from the date of purchase of the priority support package. After 6 (six) months, if you have not used your left over time, you will lose any stored time and a new support package will have to be purchased.
-
Your support request will be marked as high priority, and will result in your request jumping to the top of the queue, alongside any other high priority,
plan-based cases, marked for attention, avoiding the general support queue.
-
You would not select this package if you wanted to just add on to your site. You would be better served asking for a quote for the add on of the new features you require, than paying by the hour.