NetResults Tracker Support Plans
Software Updates and Support
The standard NetResults Tracker maintenance package — Software Updates and Support (SUS) — includes email-based support (Monday - Friday, 5am - 5pm Pacific Time, excluding holidays), Web support (FAQ, Knowledge Base, Download, etc.) (24 hours a day, 7 days a week), and software updates (all NetResults Tracker releases) via the web.
With the email-based support, support requests are to be initiated via email, which makes it easier for the requestor to attach the necessary information such as error messages and screen shots. Although support requests are initiated via email, NetResults Technical Support staff may respond via phone, fax, email, setting up a NetMeeting, etc.
Annual subscription fee to Software Updates and Support is 20% of license fee if purchased with the licenses. Renewal is 25% of license fee if if your subscription has not lapsed; otherwise, it is 60% of license fee.
For an installation to receive support and software updates, all the licenses must be current on their Software Updates and Support subscriptions.
Custom Support Plan Options
The following custom support options may be added to your Software Updates and Support:
Phone Support Add-On: Phone support is available during NetResults business hours (Monday - Friday, 9am - 5pm Pacific Time, excluding holidays) for a fee of $75 per incident. A 5-pack of incidents may be purchased for $325. A 10-pack of incidents may be purchased for $500. A minimum initial purchase of 5 incidents is required and all incidents must be pre-paid.
On-Site Professional Services
To speed the initial deployment of your NetResults Tracker system, NetResults can send an engineer to your site. While on site, the engineer can provide training, assistance during installation, configuration of NetResults Tracker to meet your specific requirements, assistance importing data from a legacy system, etc. A minimum of three weeks advance notice is required. For locations outside of the continental U.S. or less than three weeks advance notice, please contact NetResults Sales for availability and pricing.
Off-Site Professional Services
For assistance with installation, configuration, importing data from a legacy system, or general assistance in helping you get the most out of your NetResults Tracker system, that doesn't require on-site assistance, NetResults can provide a Dedicated Support Engineer for a pre-arranged time period. An engineer located at NetResults will provide remote assistance via phone and/or Internet (e.g. NetMeeting). The Dedicated Support Engineer service is available for $125/hour (with a 2 hour minimum). Please contact NetResults Sales for availability.
Note: All amounts stated in U.S. Dollars. Prices subject to change without notice.