 |
Resources | Projects | Site Map & Navigation Help | Expinion.net | Policies |
|
HOME
|
|
Your purchase of the main HelpConnection.NET solution already includes 5 support tickets. Any unused support tickets will expire in 3 years.
*Priority Support: Technical support is offered via our online help desk only. We try our best to provide support as quickly as possible. You will usually receive a response within an hour or two, if the issue is received during our normal office hours. Regardless of the day or hour, you will definitely receive a response within 24 hours. Additional Support Plans You can purchase additional support contracts from our purchase page [ here ], either at the time of purchase, or as needed. Support tickets must be used within 3 years of purchase. After 3 years, they will expire.
Bug Reports & Patches Reporting a bug in the software will not count as using one of your support tickets. Clients will receive any patches for bugs for one year from their purchase or upgrade, free of charge, and with our thanks. Expinion staff will have the final decision on whether the issue is in fact a bug, or merely the lack of a feature that is desired by the client. Upgrades As we continue to develop the solution, more and more features will be added and existing features will be extended. You can upgrade your solution free-of-charge for up to one full version. For example if you purchased version 1.8 we will not charge you for providing the new upgrade files up to version 2.8, and anything between. Once you go beyond your free version upgrade(s), the cost will be 50% of the current product price, which will again provide you with future upgrades up to another full version. For example, if your original purchase was for v1.8, which allows you to upgrade to version 2.8, then you purchased an upgrade at half price, you would receive all upgrades up to version 3.8. Upgrading, whether the upgrade was purchased or free, does not add additional support tickets to your allotment. If you don't have any support tickets remaining to you, then find you need additional support for your upgrade, you will have to purchase additional tickets. Although an Add-On requires HC.NET in order to be run, these products are only available as separate purchases, and are not included in free upgrades to the main HC.NET software.  Tips for Effective Support Requests  Use existing references. While it might seem a waste of time, the [ guides ], and [ knowledge base ] do contain some very important information along with some work flow tips that will help you to get as much as possible from the solution. Use these resources as much as you can, beginning with the index at the back of the guides. Designate only one person that will request the support. This has the benefit of the person knowing what to ask, where to ask, how to ask and generally has a better knowledge of the solution then the average user. (It also prevents you from paying for repeat questions.) Formulate your request correctly.Please don't send us a 5 page long description of the problem, that's just too much of a good thing! Try to sum up your problem in the first sentence and then provide us with the steps we should take to reproduce the problem. Keep the description as simple/short as possible while not leaving out any important information. If your solution is online, a URL can be really helpful so we know which files you are working from, and we may even be able to see the problem for ourselves. One question per ticket please.With the exception of very closely related questions, tickets should contain one question or issue only. An agent may, at his or her own discretion, copy and paste additional questions into new tickets when they are deemed as not part of the original question. |
