The e-mail based channel is exquisitely suitable to hold such consultations, answer simpler questions, which ones are not requiring to involve more persons; furthermore that means no problem for the date of the definitive closing of the consultation. The service provides cost effective, traceable and flexible solution for handling of small and larger organization’s problems and questions also.
Contents of the service
The reports are arriving to the e-mail address gets into the specially developed support system, which apply a ticket ID for each and every new report.
The ticket ID number creates the opportunity to display the entire communication within its continuality related to the certain reporting, to speed up the answering time of the consultations. The reporting - as it can be commercial or technological question - gets to the colleague in the organization of the Licensor, who is the most experienced, to spare the originator from the knowledge of the organizational structure of the Licensor.
Usage options
The e-mail based channel is exquisitely suitable to hold such consultations, answer simpler questions, which ones are not requiring to involve more persons; furthermore that means no problem for the date of the definitive closing of the consultation. The service provides cost effective, traceable and flexible solution for handling of small and larger organization’s problems and questions also.
The consultation belonging in the service has no goal for redemption of opportunities, necessities of other types of consultations. Furthermore the consultation has no goal for providing support related to the third party’s solution, product either.
Response time
The response time of the e-mail based communication channel depends on the topic of the consultation, or rather on the numbers of the further special areas and the professionals are drawing into the topic. Average response time: 1 business day.
Conditions
Originator has exact amount of questions, which can be used freely. Every support process starts with the question of the User and ends with one of the answers from the table. Reporting one question or one topic counts as one ticket. One question or one topic considered such report, which cannot be split into more questions or topics.
The product support extends for the problems related to the Licensor’s product. Does not including handling problems of the running environment coming by erroneous settings. Every single started consultation process considered as one ticket.
In case there is no answer from the customer within 15 days for an opened or registered ticket during a support process, then that ticket will loose its validity and will be closed.
Service fee
The currently actual Price List contains the detailed price information of this service.