Support
Top quality support is available to owners of Event 1 Software products. Support is defined as on-demand incident-base assistance with the use of Event 1 Software products. For other types of assistance that may be project-based or require scheduling of resources, please visit our Consulting page.
To learn more about delivery of support, target response times and case management, click here.
Support Availability - In an effort to improve the quality of service we are able to deliver to you, our services group will be engaged in technical training every Friday afternoon from 2pm until 4pm Pacific time. During this time, our services staff will not be available.
Click here for information about scheduled hours of availability and scheduled closure dates.
A variety of options are available to ensure Event 1 customers will have access to support when it is needed. These options are discussed in detail in the following sections of this document:
- Standard Support: If no support agreement is in place
- Essential Success Membership
Standard Support: If no support agreement is in place
Without a signed Support Services Agreement, Standard Support is available at a rate of $6 per minute with a minimum charge of $240 per incident. Prepayment or payment via a major credit card at the time of service is required in order to receive Standard Support.
Service Solution Plans
All support time expires on an annual basis. All prices listed in US dollars.
| 5 Hour Solution Plan |
|---|
| Up to 5 Hours of Report Design Services and/or Technical Support Total: $975.00 = $195.00/hr Regularly $240.00/hr You Save Over: $200.00 |
| 15 Hour Solution Plan |
|---|
| Up to 15 Hours of Report Design Services and/or Technical Support Total: $2775.00 = $185.00/hr Regularly $240.00/hr You Save Over: $800.00 |
| 25 Hour Solution Plan |
|---|
| Up to 25 Hours of Report Design Services and/or Technical Support Total: $4,125.00 = $165.00/hr Regularly $240.00/hr You Save Over: $1,500.00 |
| 110 Hour Solution Plan |
|---|
| Up to 110 Hours of Report Design Services and/or Technical Support* * Includes Report Design Warehousing Total: $17,050.00 = $155.00/hr Regularly $240.00/hr You Save Over: $9,000.00 |
Essential Success Membership
The roadmap to your success! The Essential Success Membership (ESM) gives us the opportunity to discover your needs. Event 1 Software will help you develop a plan to maximize your investment. Online Forums and special edition report releases are just a few of the benefits offered in the ESM.
| Essential Success Membership(Includes Annual Maintenance & Updates) | ESM* 25% of the list price of the software |
ESM Basic $595.00 USD | ESM Plus $725.00 USD |
|---|---|---|---|
| Kick-Start Orientation:Guided Success Mapping (Up to 1 hour) | X | X | X |
| Launch Pad: Includes Annual Template Updates | X | X | X |
| Online Forums | X | X | X |
| Access to Frequently Asked Questions (Online) | X | X | X |
| Access to Knowledge Base(Online) | X | X | X |
| Event 1 Software Newsletter | X | X | X |
| Software Updates | X | X | X |
| Up to 1 hour Installation Support | X | ||
| Up to 1.5 hours of Technical Phone Support** | X | ||
| Up to 2 hours of Scope Development** | X |
* Applies to Standard Licenses only; Designer Licenses require ESM basic or ESM Plus.
** Support/Consulting minutes expire on an annual basis.
Details:
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Scope of Support
- Limited to help relating to the use of Event 1 Software products
- Advice concerning the implementation and use of other software products is not provided
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Delivery of Support
- Support is delivered via phone, email, fax and online access via WebEx.
- For more information regarding the delivery of support, click here.
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Time included with support plans
- Tracked by the minute.
- If the time is exceeded, a twenty minute grace period is applied to the event that causes the total time used to exceed the included time.
- May only be used within the term of the plan.
- Unused time does not carry over to subsequent years.
- No refund is offered for unused time.
- May not be applied to other services.
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Billing Rate - Additional Time
- Applies to time used in excess of plan.
- Time is billed in six minute increments (1/10 of one hour).
- Invoices for billable time are sent monthly.
- NOTE - Time spent on software bugs or issues caused by Event 1 are not billable.
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License Change Events
- These are events that require Event 1 Support to issue new license keys due to a change to the environment in which the software is installed. This would include, for example, the replacement of the server.
- License Change Events are considered billable and can be applied to an Annual Support plan.