An annual subscription license for use of Questionmark OnPremise includes one of the following software support plans:
| | Basic support subscription | Enterprise support subscription | Managed support subscription |
All version upgrades (major and minor) included | | | |
Access to Knowledge Base articles | | | |
Access to online product manuals | | | |
Access to product best practice guides | | | |
Access to Community Forums and Blogs | | | |
Access to support RSS feeds | | | |
Email support for up to 3 individuals | | | |
Phone support for up to 3 individuals | | | |
Chat support for up to 3 individuals | | | |
Dedicated technical support representative | | | |
Detailed customer/system profile on file | | | |
Response time per service level agreement | | | |
24x7 support option available | | | |
Regular issue updates per service level agreement | | | |
Can schedule time with a technical service engineer | | | |
Dedicated Technical Services Rep available for consulting | | | |
Charge for initial software installation (actual fee depends on the number of servers) | | | Included |
Charge for updates to Initial software installation (actual fee depends on the number of servers) | | | Included |
Should you need help, contact us via email, telephone, or via "chat support" button. For faster service, make sure you have your support agreement number, the serial number of your Questionmark software, as well as information about the configuration of your computer system. In addition, please ensure that you understand the nature of the problem before calling. Customers specify three key users to be their Technical Support contacts for their entire organization. Your support contacts will be named in your organization's agreement, and all questions and answers should be channeled through them. If you purchase your support plan at the time of purchase, you receive a discounted price. However, if you purchase the support plan after you have purchased the software, you can only enter the plan if you have the currently released version for a higher price. If you aren't on the current version, you're required to purchase the upgrade and then you'll be eligible for the plan. Optional 24x7 support for OnPremise enterprise and managed support plan customersThe services above are available during normal business hours. Optional evening, night, and weekend support services are available to enterprise subscribers: - 24x7 support (24 hours per day, 7 days per week)
Optional 24x7 support for OnDemand enterprise and managed support plan customers |
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| Included or optional? | Contact method | Level of support | Who |
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Daytime support (9:00am - 6:00pm local time) | Included in support plan | Phone
Email
Chat | Full first and second line support | 3 named users | Twilight support (6:00pm - 10:00pm local time) | Optional (available with
24x7 support) | Chat | First line support, guidance on resolving common issues | 3 named users | Night support (10:00pm - 9:00am local time) | Optional (available with
24x7 support) | Phone
Email | First line support, guidance on resolving common issues | 3 named users | | Weekend support | Optional (available with 24x7 support) | Phone
Email | First line support, guidance on resolving common issues | 3 named users |
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