Technical 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 “Tech 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.
Comparison of Support Plans
|
Feature |
Gold |
Silver |
Per hour |
Included |
|
Hours of operation |
8am-5pm PST, Mon-Fri, escalation process for after hours |
8am-5pm PST, Mon-Fri |
8am-5pm PST, Mon-Fri |
8am-5pm PST, Mon-Fri |
|
Service term |
1, 2, or 3 years |
1, 2, or 3 years |
1 year expiration |
30 days |
|
Maintenance updates |
Yes |
Yes |
N/A |
1 year |
|
Product upgrades |
Yes |
Yes |
N/A |
90 days |
|
Incident reporting |
Telephone, email |
Telephone, email |
Telephone, email |
|
|
Access to support website |
Yes |
Yes |
Yes |
Yes |
|
Max support admins per contact |
4 |
2 |
1 |
1 |
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 |
Gold |
Silver |
Per hour |
Included |
|
Critical |
2 busines hour or less |
4 business hours |
1 business day |
1 business day |
|
Major |
4 business hours |
8 business hours |
1 business day |
1 business day |
|
Minor |
8 business hours |
12 business hours |
1 business day |
1 business day |
|
Cosmetic |
12 business hours |
12 business hours |
1 business day |
1 business day |