Support from Provider is available during standard business hours, M-F 9am-5pm Eastern time, excluding holidays. After-hours support is available for an additional fee. Support is provided via phone, email, and remote web chat.
Technical support is provided for any issue that generates a technical error message from the software. Technical support does not cover issues caused by improper configuration, e.g. security rights and workflows, unless created or configured by Provider, and solely maintained by Provider.
Provider will provide technical support to Purchaser’s designated IT or other technical contact. Provider does not directly support Purchaser’s end-users of the software. Technical support is provided via a defined escalation path for all issues:
When an end-user encounters an error, they will contact Purchaser’s internal IT helpdesk or IT contact person (Level 1). If the issue is not resolved, the Purchaser’s IT helpdesk or IT contact person will contact Provider’s technical support via phone or email (Level 2). If Provider’s support specialist is not able to resolve the issue, they will escalate it to manufacturer support (Level 3). If the manufacturer support team is still unable to resolve the issue, they will escalate it to software development team (Level 4).
Technical support does not include installation, configuration, development, integration, consultation, training, or “how to” questions. These are “Professional Services”. For any services that are Professional Services, Provider will inform Purchaser and obtain approval prior to performing any Professional Services. Purchaser’s users may submit “how to” questions via email or support ticket, and Provider will answer on a best effort basis, at no additional charge.
Professional Services includes, but is not limited to, installation, configuration, development, integration, consultation, training, or “how to” questions.
Purchaser can purchase Professional Services at the standard hourly rate. Services can also be purchased in prepaid blocks. If Purchaser elects to purchase prepaid blocks of Professional Services time (“consulting blocks” or “services blocks”) Purchaser agrees to prepay, in full, the total amount for the Professional Services time purchased. Purchaser acknowledges and agrees that any prepaid blocks of Professional Services hours purchased from Provider do not expire and can be used at any time, subject to availability. However, these prepaid hours are non-refundable under any circumstances.
Provider shall track all time spent via spreadsheet, accounting/timekeeping software, or other mutually-agreed method. Provider will bill Professional Services time in one quarter-hour (0.25) increments. Provider will submit current tracking report to Purchaser upon request or at regularly scheduled intervals. Determination of Professional Services qualification will be made solely at Providers discretion. For Professional Services rendered onsite, services will be billed at a minimum of 8 hours per person.
Questions? Submit a Support Ticket or Email Us at support@aisww.com
