| Support
Package |
Price |
Response Time |
Support Content |
| Platinum
Support 1 |
contact
us |
1 day |
Unlimited Tickets
for 12 months. email, phone or on site. |
| Premium
Support 2 |
4,000$ |
1 day |
Unlimited Tickets
for 12 months. email and phone support. |
| Single
Incident Ticket 2 |
300$ |
1 day |
1 Ticket for 3 months. email and phone support. |
| Support
Ticket Pack |
300$ |
2 days |
4 Tickets for 12
months. email only support. |
| Standard
Support 3 |
Free |
2 days |
4 Tickets for 12
months. email only support. |
| Community
Support |
Free |
N/A |
Via user forums,
no guarantees on response time |
| 1 |
Includes email as well as phone support if the issue can
not be solved via email. Support option also includes hot fixes for any
blocking bugs. If the issue requires on site support, a technical staff
will be sent (on site support may have geographic limitations). Source
code level technical help is offered. |
| 2 |
Includes email as well as phone support if the issue can not
be solved via email. Patches are delivered frequently when available.
Source code level technical help is offered. |
| 3 |
Standard Support comes with all purchased licenses |
A Standard support package is included in Enterprise,
Professional or Developer Edition licenses. All support
packages are valid for 12 months period
from the day they were purchased. In addition, we have ticket packs which can be used in
a 12 months period.
Single Incident Tickets should be used in 3 months. Although we
release and update NeuroKernel with all language glossaries possible, our
global support will be only in English for now. We may add more languages
to our service in time. Support is only given to registered customers, if
you are not registered please register.
All support queries are submitted from NeuroDNA Account or from Bug Tracking System. For Premium support or Single
incident tickets, we will contact customers by telephone if we can not resolve
the problem via email. For this reason, It is recommended that the NeuroDNA account profile
is always kept up to date.
Tickets in support packages are used only for technical questions or
problems.
After investigating the problem, if we find that it is because
of a software bug, you will not be charged for a ticket. In such a
situation, we will let you know for a possible work around until our next
patch available which we plan to make them available frequently if there
are critical bugs.
You must add your NeuroDNA Account ID to all of your inquires made by email. Also, You should add your bug tracker user id to your
NeuroDNA account profile if you get one. Please do not reveal your
NeuroDNA account id when
reporting a bug from our bug tracking system. You can buy our support packages and ticket
packs from our online
store.
Patches are delivered frequently when available to the customers for a
year. After one year, except security related ones, cumulative patches
will be published periodically. To continue to receive patches frequently,
customers are encouraged to purchase a Premium or Platinum support
package.
|
Product Support
