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 Monday afternoon from 3pm until 5pm 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 that 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:

Services Agreement: Signed agreement required to receive support

In order to provide discounted support to you, we require that you review and sign the Services Agreement and return it to us via fax or mail. This agreement outlines our relationship with your company relative to providing services. Until you request support and potentially incur billable time, there is no cost to have an annual Bronze Support plan!

Installation Support: Assistance with first-time installation at no charge

As a way of helping you to get started with your Event 1 Software product, we provide a limited amount of installation support at no charge to you. No support agreement or support plan is required to receive this support. The duration of this free support is limited to twenty minutes, and the scope is limited to the installation of our software in a normal functioning and supported environment. If your specific needs exceed this, our standard support practices would apply.

Standard Support: If no support agreement is in place

Without a signed Support Services Agreement, Standard Support is available at a rate of $4 per minute with a minimum charge of $200 per incident. Prepayment or payment via a major credit card at the time of service is required in order to receive Standard Support.

Annual Support Plans: Discounted support

Support Plans allow you to purchase a package that includes a certain amount of support time that can be used within the term of your support agreement. In addition, you will receive a reduced billing rate for time beyond the included amount and other benefits. Below is a summary of the plans that are available:

Gold Support Plan
Price: $595.00
Time Included: Five Hours ($1200 value)
Billing Rate:
(Additional Time)
$125 per hour ($50/hr less than standard rate)
Silver Support Plan
Price: $295.00
Time Included: Two Hours ($480 value)
Billing Rate:
(Additional Time)
$150 per hour ($25/hr less than standard rate)
Bronze Support Plan
Price: $0.00
Time Included: None - Time is billed as used
Billing Rate:
(Additional Time)
$175 per hour

Details: