We highly recommend our Premium Support program wherever our software is used for mission critical processes, supporting external customers or to support project deadlines.
You can purchase Premium Support at any stage - you don't have to purchase it with your product purchase. Support hours expire if not used for 12 months.
This gives you peace of mind, and provides additional benefits listed below.
|Premium Support ( $100 per hour)|
A single Premium Support subscription can cover multiple licenses (even a Site or Company), and multiple products (e.g. one Premium Support Plan for WordPipe, ExcelPipe and PowerPointPipe).
We prefer to have a single point of contact within your organization.
Premium Support is time-based, not product-based.
Premium Support is provided for versions up to 6 months old. Support for older versions is by prior arrangement only.
The goal of our Premium Support program is to give our business users priority access to DataMystic's technicians. The Premium Support program is fee-based. We realize that your time is money, so with Premium support we guarantee you quick access to our technicians.
When we receive a Premium Support call, email or request for a screenshare/webex/teamviewer, it receives priority handling. If a technician is not immediately available, the next available technician (before all other "non-Premium" calls) will handle it.
You have the option of selecting a technician as your primary support technician. The technician will familiarize himself/herself with your application. This can simplify and speed up all necessary support - and it gives you a single contact point for your technical questions.
Note: We cannot guarantee that the technician you select will always be available.
If, for some unforeseen reason, we need to release a patch to the software you are using, we can turn this around to you in 30 minutes.
To ensure that you're informed about future product developments, all Premium Support subscribers will have access to Beta copies of future DataMystic versions. This lets you plan ahead, and it also gives you more feedback in our development process.
As a Premium Support subscriber, you will be automatically notified when maintenance releases become available.
We want you to be 100% satisfied with our Premium Support. So we've implemented a few policies to make sure you're happy with our service:
DataMystic reserves the right to change support policies and pricing as necessary to address business needs.
We look forward to providing you with the best service and support in the business. Thank you for choosing DataMystic.