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Apr 23

New Technical Support Plans & Services

New Technical Support Plans & Services

 

Our Technical Support plans offer a range of support options to meet your business needs, whether you are a small business or a large corporation. We offer four types of Technical Support services:  Free plan, Standard plan, Standard Plus plan, and Expert plan, as well as a Live Technical Support Service for real-time communication and remote assistance.

The Free Technical Support Plan offers basic technical support and is available to all customers and interested parties. This plan includes support for the implementation of hardware and software of the µFR series, as well as hardware of the DL533N and DL533R series. The communication channel for this plan is email, and the response time is between 5-10 days. This plan is suitable for tasks that can be completed quickly with minimal effort or resources.

The Standard Technical Support Plan is one of our expedited support services. It offers medium support and is suitable for solving moderately complex technical issues. This plan includes all options of the Free Support Plan and provides advanced services described in the “Support Level” section. The response time for this plan is between 24-48 hours (1-2 business days, excluding holidays), and the communication channel is email. The total resolution time for this plan is one support ticket resolution in the scope of up to 1 working hour.

The Standard Plus Technical Support Plan is also an expedited support service. In addition to the Standard Support Plan, Standard PLUS is tailored for clients with more complex technical issues, and therefore the resolution can be provided in writing but also via a live or remote assistance session. The response time for this plan is between 24-48 hours (1-2 business days, excluding holidays), and the initial communication channel is an email with optional other live communication services. The total resolution time for this plan is one support ticket resolution in the scope of up to 1 working hour.

The Expert Technical Support Plan offers highly specialized support and is suitable for tasks that require specialized knowledge, skills, or technology to complete. This plan includes all options of the Standard and Standard PLUS Technical Support Plans, as well as dedicated support, project analyzing and evaluation, R&D team engagement, and private project support. The response time for this plan is ASAP, and the communication channel is email, but the resolution can be also provided via a live or remote assistance session. The total resolution time for this plan is one support ticket resolution in the scope of up to 1 working hour.

Our Live Technical Support Service includes a 30-minute live session and remote assistance. The service refers to any complexity level and all types of support services that require live consultation with our team. Live consultations and remote assistance can be provided through VoIP, live meetings, remote assistance, chat, call, or any other forms of written and verbal communication in person. The service is provided by the technical support agents and/or R&D team at the scheduled time.

In summary, our Technical Support plans offer a range of options for businesses of all sizes. The Free Support Plan is suitable for basic technical support, while the Standard and Expert plans offer more advanced services for solving moderately complex or highly specialized technical issues. Our Live Technical Support Service provides live consultations and remote assistance for any complexity level.

 
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