What's Included: Support and Professional Services
If you are unsure about what services are supported by our Support team or Professional Services team, this is the right article for you. Sometimes it can be confusing as to what services are covered under your support and maintenance agreements, what may be professional services (billable), and what types of services are not covered. This article provides service descriptions to help you better understand the scope of our offerings.
NOTE: These services are provided during regular business hours and in accordance with our standard service levels.
| Support | Professional Services | Not Included |
|---|---|---|
Access to Support Engineer by phone or email | Access to Sales Engineer by phone or email | Emergency Support (outside normal Support hours) |
Available during normal Support hours | Scheduled appointments | |
Configuration Questions < 30 min. | Configuration Questions > 30 min. Rebuilding Configuration Advanced Migration Configuration Project Management for Upgrades | SQL Configuration Support of Third-Party Products |
Access to Software Updates Upgrade Assistance < 30 min. | Testing Prior to Significant Upgrade | Environmental Upgrades Support for Self-Inflicted Wounds |
Support for Error Messages Support for Product not Opening Support for Licensing Issues | Scanner Configuration | Hardware Support Network/IT Support Data Backups (on-premises) |
Training Questions < 30 min. Access to PSIsafe Online Training | Training Questions > 30 min. | Backup Routine Neglect Ransomware/Malware Recovery |
Submit Defect Repair Requests Submit Feature Requests | PSIcapture Scripting PSIsafe Open API project support | |
| Travel Options Available | Travel | |
| Additional PSIsafe Cloud Support: | ||
Data Backups Data Restoration (1 per year) Subsequent occurrences may be billable | ||
If you still have questions, please contact our Support team by: