Installation of any version upgrades released, while subscribed.
Support for the HelpConnection software, as described in the chart below.
Support SLA:
According to our Service Level Agreement for Quick Start, the maximum number of tickets that should be submitted per month, depends on which plan you are currently subscribed to.
5 Agent Plan
10 Agent Plan
Full Plan
*Average 4 hour response time.
*Average 4 hour response time.
*Average 4 hour response time.
**Max 24 hour response time.
**Max 24 hour response time.
**Max 24 hour response time.
**Max 48 hour resolution time.
**Max 48 hour resolution time.
**Max 48 hour resolution time.
***Max 5 tickets / 30 days
***Max 10 tickets / 30 days
***Max 25 tickets / 30 days
* Average response times are calculated based on normal office hours.
** This should be the maximum time, on 90% of occasions, despite the day or hour.
Exceptions should occur less than 10% of the time.
** Maximum number of tickets submitted to us, during any 30 day period, on 90% of occasions.
We acknowledge the need for exceptions, but these should occur less than 10% of the time.
Please note support limitations as outlined in our policies.
If you feel that you need a higher level of support service, please contact us with more information. We will be happy to provide a quote.
Customization services are not included in this plan.
For information about our customization services, please visit [ this page ].
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