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 Basic support - This is free for all VisionProject users

  • Web based support 24/7 using the support center.
  • 48 business hour response time is guaranteed, but we often reply within 8 hours during normal office hours.

 

 Premium support

  • Web based support 24/7 using the support center.
  • Prioritized email support. 24 business hour response time is guaranteed, but we normally reply within 1-2 hours during normal office hours.
  • Minimum of 3 months agreement length

 

 Premium plus support

  • Same as premium support, but is also includes support via phone/voip during normal office hours (8 AM - 6 PM GMT+1) and online meetings/screen-sharing (if deemed necessary).
  • 100 phone tickets/calls are included per year (8 per month).
  • You can now speak directly to an expert to resolve any issues/questions quickly.
  • You normally get through directly, otherwise we will call you back shortly (a 24 hour phone response time is guaranteed).
  • One ticket per 30 minute call. One call per ticket.
  • Minimum of 3 months agreement length.

 

 Installed on-premise version - investigation and analysis on-server of customer specific problems 

  • Performed on an hourly basis, minimum 1 hours charged
  • Normally 3-4 day lead time for customers that do not have premium support

 

 Installed on-premise version - fresh installation and configuration

  • Performed on an hourly basis, minimum 2 hours charged
  • 2 week lead time 

 

 Installed on-premise version - remote hosting

  • This can only be combined with Premium or premium plus support package
  • On an hourly basis Visionera's support team can help with 

 

For premium support packages contact our sales team for pricing


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