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:
- Installation Support: Assistance with first-time installation at no charge
- Standard Support: If no support agreement is in place
- Annual Support Plans: Discounted Support
- Gold Support Plan: $595.00 (5 Hours + discounts)
- Silver Support Plan: $295.00 (2 Hours + discounts)
- Bronze Support Plan: $0.00 (Pay-As-You-Go)
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:
- 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
- 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.
- 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 (which is one year).
- Unused time does not carry over to subsequent years.
- No refund is offered for unused time.
- May not be applied to other services.
- Billing Rate - Additional Time
- Applies to time that exceeds the time included with the plan.
- Time is billed in tenth hour increments.
- Invoices for billable time are sent monthly.
- NOTE - Time spent on software bugs or issues caused by Event 1 are not billable.
- 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.