Professional Support - Single Incident

Regular price $195.00

Professional Support is available as a single “pay-per-incident” (PPI). Professional Support incidents focus on troubleshooting a specific problem, error message, or functionality that is not working as intended for FotoWare products.

An incident is defined as a single support issue and the reasonable effort to resolve it. 

You will receive instructions on how to file your incident after placing an order for this item, and be contacted as soon as a support professional has been assigned to your ticket. Response time will be between 2 and 8 hours, depending on severity of incident.

Regular business hours are 09:00 – 17:00 (CET) Monday to Friday, excluding Public Holidays in Norway.

What is the expected response time for Professional Support?

Initial response times will depend on severity of incident.

  • Severity A: Critical Business Impact 2 hours initial response time
  • Severity B: Moderate Business Impact 4 business hours initial response time
  • Severity C: Minimum Business Impact 8 business hours initial response time

An incident submitted as a Severity A (production server, service, or in-production application is currently down or there is a loss of a business system causing a critical work stoppage) will receive a response within two hours and will be supported 24 hours a day until the issue is resolved. Severity A issues will require your company resources be available to work on the issue potentially 24 hours a day until it is resolved. Issues submitted as Severity B or C will receive a response during standard business hours.

What defines an ‘incident’?

An incident is defined as a single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. An incident may require multiple contacts and off-line research to achieve final resolution. The time spent in delivering these solutions is independent to the amount you will be charged.

Am I guaranteed a solution?

While our support professionals will make best efforts to resolve your issue, FotoWare cannot guarantee to resolve all issues due to the diversity of our customers’ computer configurations. Customers may request to close a case before it is resolved; however the chargeability is at the discretion of FotoWare.

What is considered an acceptable solution to the problem?

The Support Professional will agree upon the definition of the problem with you when you raise the support incident. The incident will be closed after the support professional has delivered one or more suggested solutions to you. If the support professional is unable to deliver a solution, you will be notified and the case will be closed as unresolved. The chargeable status of an unresolved case will be at FotoWare's discretion.

Is there anything that Professional Support does not cover?

  • Customer proposals for product features
  • Onsite support
  • Root cause analysis
  • Products out of support lifecycle
  • Writing or review of custom code