SusQtech offers all product customers a Premium Support Package option (available for an additional fee), as described in the table below. Premium Support Package customers have access to all Major Product Upgrades as well as additional support.
All customers have the opportunity submit bug and issue reports and have access to patches and hot fixes as they are available.
- Problem isolation and identification as related to SusQtech products.
- SusQtech error message analysis and resolution
- Bug reporting, fixes and follow up
- Advice on product issues involving general usage, implementation, licensing, operation, and functionality
- Unlimited access to our knowledge base, community, forums, usage tips, and useful product information
- Up-to-date information on current releases, product compatibility, restrictions, enhancements, workarounds, and fixes
- Access to patch releases and bug fixes
- Access to Major Version Upgrades
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- Complete installation or step-by-step assistance for installation of SusQtech products, SusQtech does offer Installation Support Services, please contact sales@susqtech.com for more information.
- Configurations of SusQtech products for specific business use cases, SusQtech does offer Training, Design and Configuration Services, please contact sales@susqtech.com for more information.
- System/SharePoint administration unrelated to SusQtech products
- Debugging or inspecting non SusQtech web parts or implementations that contain user-written code
- Support of SusQtech products on non-standard or in system environments that do not meet SharePoint or SusQtech minimum requirements
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Severity 1 & 2* initial response goals:
- Premium Support Package Customers: 4 business hours
- Customers without a Premium Support Package: Within two business days
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Method of contact My SusQtech:
- Premium Support Package Customers: Phone Callback or Live Meeting Availability
- Customers without a Premium Support Package: Support Portal Response
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Number of annual incidents:
- Premium Support Package Customers: 20
- Customers without a Premium Support Package: 5
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Support Hours:
- Premium Support Package Customers: M-F, 8am-6pm EST
- Customers without a Premium Support Package: Portal Monitoring M-F, 8am-6pm EST
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* Severity One (Urgent) A severity one (1) issue is a production problem which may severely impact the client's production SharePoint environment or SusQtech products, systems are down and no procedural work around exists.
Severity Two (Important) A severity two (2) issue is a production issue when service is degraded. While time sensitive, the overall business impact is minimal.
Severity Three (Medium) A severity three (3) issue is a medium-to-low impact problem in which there are issues in the production or other environments which need to be resolved, but are not time sensitive. May also be question about functionality.
Severity Four (Low) A severity four (4) issue is for a general usage question, recommendation or request. There is no impact to production or other environments.
** SusQtech's official support hours are Monday - Friday 7am-7pm EST. Hours outside of this window may be scheduled in advance.