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Customers may log any
number of support incidents. |
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All Incidents/Issues
are logged, tracked, resolved, and closed with customer agreement. |
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Each issue/ticket is
charged at the applicable rate (depending on the Support Plans
chosen), until the issue is resolved, even if more than one
call/contact is required for resolution. |
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All incidents logged
incur an allocation of a minimum of 15 minutes. The time spent
resolving any incident will be logged and allocated to your
Support Account, irrespective of whether the incident is resolved
via telephone, e-mail, or Instant Messaging. |
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Where it is required
that we make outgoing telephone calls to support you, the costs
of the actual phone call as metered by our long-distance carrier
will be charged to your Support Account at our cost + 10 %. |
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Once your allocation
of support hours is exhausted, another “block” of
support may be purchased for the same cost. |
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Incidents logged that
relate to bugs or defects in the software will be responded
to by e-mail or via our Support Forum, and will not be charged
for. |
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Support
is offered to on a best-efforts basis only. ExchangeWise may
not be able to resolve every request for support |
