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Calibration Software and Asset Management Software for Manufacturing and Commercial Labs

Calibration Management, Tool Management, and Commercial Lab Software

Home :: Support And Escalation Contacts :: Per Incident

Alternate Support Method

Per-incident support for customers without a support policy is available and billed in quarter hour increments with a minimum of one hour. If the call does not relate to a programming fault in the application, the fee is processed.

Per-Incident Process

If the call results in discovery of an application fault, there are a few paths to resolution:

  • If there is a workaround provided for the issue that does not involve upgrading/updating to a later version of the software, the fee is processed.
  • If there is no workaround but the issue is corrected in a later version and the customer does not wish to renew their support contract, the charge is not processed.
  • If in either condition the customer opts to renew their support contract, then the only charges are to renew the support contract and no fee is processed

In short a customer will only pay for per-incident support if we can correct the issue at hand in the currently installed version of the application. If a newer version corrects the issue, the charge is negated or credited towards a contract purchase if you opt for a support contract to obtain the newer release.

Please contact us for the current hourly rate on Per-incident calls. Per-incident support requires completion of a credit card authorization form from sales before support can begin. Customers may request a cap on hours for per-incident support before approval is made for additional hours.

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