Support Plans - Epygi Technologies, Ltd.

Translate to:

Technical Support Plans

How to Purchase Yearly Support and Professional Services:

If you wish to purchase any of the support packages or professional services listed below, please login to the Support Portal and click the Purchase Support link to complete the order. You may also contact the Epygi sales team at sales@epygi.com or +1.972.692.1166.

Support Responsibilities:

Epygi makes its documentation and software available to all customers. Many technical questions can also be answered through the online forum and Knowledge Database. End-User Customers should obtain direct technical support from the Reseller that installed the system or another authorized Reseller, if the initial Reseller is unavailable.

Epygi's technical support is provided to its Channel Partners through various methods.

All Channel Partners and End Users with a valid Quadro serial number will have access to Epygi’s Technical Support Portal, which includes:

- Firmware downloads and release notes for all products.
- Product Manuals: Installation, Administrator's Guide and End User Guide.
- Online Forum for knowledge exchange.
- Knowledge base.
- Various User Guides and white papers to describe specific applications and features.

Epygi's Channel Partners can also receive direct technical support via the Technical Support Portal through incident based problem reporting.

The following Paid Support options are available:

Single Incident Support - Reseller

- A single incident request can be submitted through the online Technical Support Portal.
- Response time: 3 hours during normal working hours.
- No phone support.
- Cost: $ 75 USD per incident.

Yearly Technical Support - Reseller

- A maximum of 20 incident requests submitted yearly through the online Technical Support Portal.
- Resellers that have been validated by their Distributor and have an active Channel Partner status will be allotted 20 incident requests per year, commencing when service has been paid. Allotted requests do not accrue from year to year.
- Response time: within 24 hours.
- No phone support.
- Cost: $ 500 USD per year.

Yearly Unlimited Technical Support - Reseller

- Unlimited incident requests submitted through the online Technical Support Portal.
- Phone Support during normal working hours.
- Response time: 3 hours during normal working hours.
- No after-hours support.
- Cost: $ 1,000 USD.

Professional Services Pre-Installation Support

This service is for Epygi to provide assistance for on an upcoming installation. Epygi will work with the Channel Partner to assess the customer's configuration and then develop a plan for a successful installation.

Services include the following:

- Sales engineering to verify the planned configuration.
- Pre-installation planning.
- Post installation test plan.
- One hour installation support on the install day via instant messenger chat session.
- Cost: Quoted

Professional Services Installation Support

This service is for Epygi to provide assistance during an installation. The support may be pre-arranged with Epygi to ensure dedicated assistance at the time of installation. This service may also be requested for emergency installation support due to unforeseen circumstances requiring immediate assistance.

- Cost: Quoted

Notes: Technical Support Services

- Epygi Normal Working Hours: GMT: 5:00 AM to 9:00 PM

- Response time: The time required to provide the first reply to the inquiry that is directly related to answering the request. - Assistance provided through the Live Online help assistance will also count as a single 'incident'.

- Support is provided for the latest releases of software currently posted in the Support Portal.

- Epygi cannot guarantee a resolution to every incident reported.

- Incident: Epygi defines a single support incident as an issue that focuses on one aspect of the product – e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. A single support incident may involve multiple phone calls, emails and off-line research. Epygi Support consultants are responsible for determining what characterizes a support incident.

- Product Defect: Epygi defines a product defect as a technical aspect or functionality of a product that does not execute and deliver results as documented in the supplied product documentation. Unexpected behavior that can be isolated to a user's specific configuration or environment does not constitute a product defect. Epygi Technical Support may provide troubleshooting suggestions for unexpected behavior in these cases; however, Epygi is not responsible for the resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and has been confirmed by an Epygi Support consultant. A support ticket that results in a software update or an RMA being issued for a unit under warranty, will not be charged as an incident.

- Documentation Error: Epygi defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, Release notes, README files, and Epygi product support site document and manuals. Epygi does not provide support or assume responsibility for any reference materials published by Epygi Partners.

Questions or comments regarding this page: webmaster@epygi.com