Support
Support Packages
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Free Support
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All purchases of EnterpriseWizard come with context sensitive on-line and pdf documentation and tutorials. Free trial evaluations are also fully supported at no cost.
We respond to all bug reports and provide 24/7 access to our knowledgebase of FAQs, even for customers who do not purchase support packages.
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Standard Support Package
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The standard support package includes:
- All upgrades and enhancements.
- US Telephone support available M-F from 8am to 8pm EST (650 587-8615). If you purchased the product from one of our resellers, support is also available during their working hours.
- Standard Support package pricing is 20% of the current purchase list price per year. Hosted services and leases include the standard support license.
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Premium Support Package
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- 24 hour per day, 7 day per week, 365 days per year telephone and login support.
- Premium Support package is $5,000 plus 25% of the purchase, lease or hosted price per year.
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Upgrading EnterpriseWizard
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If you have purchased the standard support/upgrade contract, you can upgrade your installation at any time by simply downloading the latest release and running the same program that you used to install it.
We notify all customers by e-mail when major new releases are made available for download.
When you upgrade an installation, everything is maintained:, Contacts, Tables, Look and Feel, Customizations, Business Rules and scripts.
As with any program, it makes good sense to backup your data before upgrading. We recommend that you do an export of your KnowledgeBases in EnterpriseWizard format to a safe directory prior to upgrading.
The EnterpriseWizard XML based export file format also allows you to move an installation from one machine to another, including between Unix and Windows machines, by simply creating an export file and moving the file to the target machine. Once again, everything is preserved.
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Support Package Comparison
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Feature
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Standard
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Premium
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| Response Time |
1 business days |
2 business hours |
| Case Limit |
Unlimited |
Unlimited
Plus unlimited critical issue support outside business hours plus 12 non-critical support incidents per year |
| 24-7 Web Access |
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| Phone Access |
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| 24-7 Phone Access |
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| Toll-Access1 |
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| Priority Phone Queue & Case Routing |
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Health CheckReview system performance and usage patterns. |
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Designated Customer Service Representative (CSR) A designated CSR is assigned as your named point of contact. |
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TrainingTwo for the price of one admission to a training class in Redwood City, CA2 |
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Administration
Performs necessary application administration services on your
behalf. These services include upgrades, migrating the application to
new hardware, analyzing server load and more. |
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1 In the U.S. only.
2 Travel, accommodations, and expenses not included.
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