Support Options
A basic premise in the Subscription options is that you shouldn't need to pay each year for support you probably would not need or rather order only when you need it. That's why the standard support under a subscription is based in using the Discussion Groups as your default option. You get a discount if you order direct support, and it's lower cost for a subscriber to obtain the 1:1 Expert Project Support than the cost of a Technician Kit alone.
Standard Support with an Annual Subscription
The Annual Subscription is designed to address all your support and project guide needs at the lowest possible cost for support with maximum flexibility. If you maintain a subscription, you have these resources waiting at minimal cost.
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Discussion Forums – These are the mainstay of how subscribers can get fast answers to specific questions, all you need to do is search the history of questions already answered.
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1:1 Expert Project Support – (Optional) Unlike the Technician Kit, with the annual subscription you don’t pay for direct email support as part of the annual renewal cost, you order direct support if and when you need it for a particular project. The cost of this support is shown on the Premium Support page.
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Low-Priority Direct Support via Forums – As a benefit to a subscriber, you can even take advantage of the discussion forums to ask low-priority questions to get direct support because we monitor and participate in the conversations in the forums too. It’s not as fast as direct email support, but you will get an answer you can rely upon.
If you get into a project that is complex, or has unexpected issues, subscribers have the option (at a discount) to open a case with the same unlimited direct email support of our first project support. We assume you would use this as your last resort but only because you are working to be cost effective in not paying for support you don’t need.
Premium Support
- Premium Support – We do offer expanded support options that are fee based and intended to address crisis escalation or pre-arranged out of scope consulting.
- Expanded Scope Project Consulting – You may have issues you want advice on that go beyond the scope of our project reference, and that’s not a problem. If we identify something in a pre-sales discussion that you need help with and we can provide some skill and experience to see you through it, that’s easy to arrange on a fee basis. This is intended to be wrap-around support, filling in gaps in a migration project.