Product Support and Enhancement Options
At Visual Mining, we understand the value of exceptional support, which is why our NetCharts Product Support and Enhancement Plans are comprehensive and assure you timely professional technical assistance, upgrades, enhancements and service patches. These plans help to ensure that you can secure the most value from our NetCharts for Developers and NetCharts Performance Dashboards products.
Most customers find that our Product Support and Enhancement Plans pay for themselves many times over-whether it's from development time saved by answers and guidance provided by our expert technical support staff or product enhancements provided throughout the year.
Standard Support
- Support for two registered users for 12 months from the date of purchase.
- Includes all resources in the Developers Resource Center and ChartLine Newsletter
- Software updates and upgrades - Visual Mining makes available an electronic copy of all published revisions to the printed documentation and one copy, or authorization to copy, new releases of the product licensed (excludes new product releases).
- Error corrections and bug fixes in accordance with priority levels reasonably assigned to such error by Visual Mining.
- Telephone access to senior level support engineers to assist with and resolve software issues.
- Support is handled based on current traffic and on a first-in / first out basis.
Standard Support is provided for the current release and the most previous release of the licensed software. Standard Support is available by phone and email and is delivered from Monday to Friday from 8:30 a.m. to 5:30 p.m. Eastern Time.
Premium 24/7 Support
Many companies have applications and products with special requirements - those that must have an immediate response - regardless of the day or time. As a result of several customer requests, we added a Premium level of support that is ideal for such mission-critical applications.
- Special 24-hour per day / 7 day per week support with a maximum 2 hour response time.
- Support for five registered users.
- Includes all Enhanced Support services noted above.
- One 8-hour training day by a Visual Mining Senior Support Engineer or Senior Engineer (travel, lodging and transportation expenses additional if held at client's site).
Learn more about Visual Mining's Support Services Policies.
Click here to view Visual Mining's Technical Support Standard Hours of Operation.