Support > Technical Support > Basic Support > Details
Certain issues are classified under Basic Technical Support. All issues logged on The ExchangeWise Document Centre that are classified as Basic Support issues and responded to via the Forum do not incur a support charge.
If you require to “chat” via Internet Messaging with a technician regarding a Basic Support issue, then a charge will be levied for the time spent. The rate for this time is dependent on the Support Plans in place.
If you require to speak to a technician regarding a Basic Support issue, then a charge will be levied for both the cost of the call (if we call you) and the time spent. The rate for this time is dependent on the Support Plans in place.

 Basic Support is defined as features or functionality that do not require any modifications to utilize.
Customers may log any number of support incidents.
All Incidents/Issues are logged, tracked, resolved, and closed with customer agreement.
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.
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.
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 %.
Once your allocation of support hours is exhausted, another “block” of support may be purchased for the same cost.
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.
Support is offered to on a best-efforts basis only. ExchangeWise may not be able to resolve every request for support

 


 
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