Enhancing your VoIP NetworkTM
 |
 |
 |
 |
 |
Support
Incendonet Software Support Services are designed to provide you with the expertise to optimize your investment in your SpeechBridge® solution. Our team of knowledgeable support professionals will help you get up and running quickly, configured correctly, and maintain high levels of performance and availability for the long term.
With a simplified technical support system designed to meet our varying customer needs, plans are available for VARs, Distributors, OEMs and end users.
For subscription support packages, please contact your authorized Incendonet channel partner, e-mail Support or call us and say Support to learn more about the right support package to meet your needs.
Customers, partners, or resellers who do not have an active subscription (non-subscribers) and need support, can obtain support from Incendonet on an hourly fee basis.
Resources:
Why Automated Speech?
How can SpeechBridge help my business?
Incendonet Products:
SpeechBridge SMB
SpeechBridge Pro
SpeechBridge HA-Pro
Product Overview
Included Enterprise Applications
Features & Benefits
Latest News & Events
Comparison of Support Plans
|
Feature |
Platinum |
Gold |
Silver |
Per incident |
Included |
|
Hours of operation |
24x7x365 |
8am-6pm PST, Mon-Fri |
8am-6pm PST, Mon-Fri |
8am-6pm PST, Mon-Fri |
8am-6pm PST, Mon-Fri |
|
Service term |
1, 2, or 3 years |
1, 2, or 3 years |
1, 2, or 3 years |
1 year expiration |
30 days |
|
Product updates |
Yes |
Yes |
Yes |
N/A |
90 days |
|
Product upgrades |
Yes |
Yes |
Yes |
N/A |
No |
|
Incident reporting |
Telephone, web |
Telephone, web |
Web |
Web |
Web |
|
Access to support website |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Access to KB and forums |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Max support admins per contact |
6 |
4 |
2 |
1 |
1 |
|
Number of support hours |
Unlimited |
Unlimited |
Unlimited |
1, 5, or 10 hour packs |
Install support only |
|
Onsite for escalated incidents |
Yes |
No |
No |
No |
No |
Initial Response Times
The severity of the issue and the support plan type will determine the speed of the initial response to a reported issue.
|
Severity |
Platinum |
Gold |
Silver |
Per incident |
Included |
|
Critical |
1 busines hour or less, or 2 hours (24/7) |
4 business hours |
8 business hours |
1 business day |
1 business day |
|
Major |
4 business hours |
8 business hours |
12 business hours |
1 business day |
1 business day |
|
Minor |
8 business hours |
12 business hours |
12 business hours |
1 business day |
1 business day |
|
Cosmetic |
12 business hours |
12 business hours |
12 business hours |
1 business day |
1 business day |
 |
 |
© 2008 Incendonet, Inc. All Rights Reserved.