Annual Support: What is Included

An annual support contract includes the following:

• questions regarding usage of the software
• problems you experience using the software
• installation of the software
• getting you through places where you 'get stuck'

Tech support contracts do not include anything else not specifically mentioned, including:

• Software Training
• Tutorials/Webinars
• Writing PowerScript/JavaScript/PHP/ASP/HTML code
• Creating graphics or content
• Project work or planning
• Operating System Usage/Training
• Advice

Time Limits/Incident Limits

Each annual support contract includes an unlimited number or incidents. An incident is a specific issue or problem you are having that you submit a ticket on. Each incident is a separate ticket in the system, and is tracked in the system so it can be retrieved by you at any time in the future.

Using Links, Manuals, KnowledgeBooks, etc.

It is often the case that an answer to a question will be pointing you to a page/chapter/link in one of our public support channels, such as our manuals, knowledgebooks, forums, blog, etc. In some cases, the question itself may not be supported (example: how do I write code to to X), but as a courtesy, we may refer you to a resource online that may be a solution for you.

Using Screen Sharing/RDP

At the decision of the techinal support representative, RDP (remote desktop protocol) may be used to help you troubleshoot an issue. Typically, these RDP sessions are limited to a specific incident and to 10 minutes, and are not to be used by the tech rep to 'train' you or do each step for you while you watch.

Ticketing System Plans

If you are using a ticketing system plan, submit your tickets here: http://www.atrixware.com/support. Direct emails to support reps is not included. Responses to tickets are usually within 1 hour, but are guaranteed within 1 business day.

Phone Support Plans

If you are using a phone support plan, you can submit your tickets here: http://www.atrixware.com/support, or, call the support line (1.866.696.8709 x1) and submit a ticket via voicemail. Direct phone calls to support reps is not included. Responses to tickets are usually within 1 hour, but are guaranteed within 1 business day.

Example incidents that would be included:

• I did X and expected Y, but Z happened instead
• I have followed the steps in the manual, and get stuck on step #X
• Something is wrong - each time I click X something goes wrong
• I am having trouble with this one feature - can you explain?

Examples of scenarios that would not be included:

• I am in front of my computer, I started up the software, now what? (this is training)
• I have the steps in front of me, but I want you to walk me through each one while on the phone. (this is training)
• How do I make a test - I dont want to read the manual
• Show me everything I need to know about X. (this is training)
• I have used a code sample from the forum and can't get it to work - please fix. (this is a project)
• How do I make a logo for my package (this is creating graphics/content)
• I have 16 launcher designs - which one do I pick (this is advice)
• I want to do these 25 things. Show me how. (this is training)

Questions?

If you have any questions regarding the support plan, please contact us at 1.866.696.8709.