Technical support levels descriptions

FIRST LEVEL SUPPORT - free for a limited period following a purchase.

Description: Baseline technical support of product via email and phone. Technical questions are routine and are limited to normal usage of the applicable products. For example, installation, licensing, and documentation support are typical items coverred. Typical length of calls is between 15 seconds to a maximum of 2-3 minutes. Closing support tickets at this level require finding and dispensing known information. MORE INFO

SECOND LEVEL SUPPORT - requires purchase of a technical support plan.

Description: Operational area encompasses calls the are non-routine, and require a greater level of technical knowledge than calls managed at level 1. Calls are significantly longer in duration (again often because of the level of complexity), and can last from a few minutes to a maximum of a half an hour when there is a new bug involved. Closing support tickets at this level require analysis of a problematic situation, reproducing problems and finding yet unknown workarounds. MORE INFO

THIRD LEVEL SUPPORT - as level 2, but may also require purchasing engineering hours.

Description: Calls handled here are non-routine and may require modifications to the software, or a modification to the customer's application. Answers require intimate knowledge of the inner workings of the Software, and related fields. Calls are typically very long, and costs associated with dealing with them can be very high. Hence, the need to cover the aditionnal time spent by charging per hour. Closing support tickets at this level may require modifying software or application projects. MORE INFO