DiscusWare Services - Advanced Technical Support


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Advanced Technical Support Services

One year of basic technical support by e-mail is included with all new license purchases. For individuals and organizations requiring a higher level of technical support for our products, DiscusWare offers advanced support services that may include telephone support, remote login assistance, scheduled conference calls, a dedicated technical relationship manager, and on-site services.

We believe in delivering the level of support that a customer wants, without expensive "extras" that the customer does not need. As such, we work with all customers requiring advanced support to tailor a solution that is appropriate for their service level needs and their budgets. Because each support package is custom-designed, it is not possible to publish pricing. We encourage you to contact us to arrange a free, no-obligation consultation to design your support package.

The following features are available from DiscusWare technical support
Feature	Description	Benefit	Basic	Advanced
Authorized Contacts	The number of individuals at your organization that are allowed to initiate support requests	More authorized contacts allow you to delegate support to an on-call rotation or a help desk.	1	2-???
Covered Systems	The number of discussion boards that are covered by this contract	DiscusWare's support contracts apply to a base number of discussion board systems, with an option to add additional systems to the contract at an additional price.	1	1-???
Free Upgrades	Software upgrades when new versions of the product under support are released	When new versions of Discus Professional are released while you have a system under support, you are automatically eligible to upgrade those boards, free of charge, to these new versions.
Remote Assistance	At your request, DiscusWare engineers access your server via FTP, telnet, SSH, VPN, ...	When a problem is more easily solved than explained, having DiscusWare log in to diagnose or resolve simple issues saves you time and effort, and results in a faster resolution.
Telephone Support	Pick up the telephone and call DiscusWare support directly	You have the confidence to receive telephone assistance from DiscusWare when you need it most.
Scheduled Conference Calls	A recurring, hour-long telephone conversation to discuss your needs	Make sure that you are using the best products and signed up for the best services to meet your needs, and keep up-to-date on DiscusWare product developments.		Available
Dedicated Technical Relationship Manager	A single DiscusWare representative manages your normal priority support cases and other contacts with DiscusWare	A single point of contact gives you a familiar and consistent face when contacting DiscusWare for support or sales reasons.		Available
On-Site Hours Allowance	Purchase training, installation, upgrade, and on-site support hours in advance	Receive a deep discount on the cost of on-site services by creating a single purchase to meet your training and technical service needs.		Available

	Request Advanced Technical Support
If you are interested in advanced technical support services, please contact us. We will schedule a free consultation to determine your needs and to provide you with a price quote for the level of service you desire.