Support
 

Support Options

The following chart describes the differences between the MADSolutions Support Options available.
Basic Support is provided with the purchase of any MADSolutions product solution.
To be entitled to the discount associated with the Preferred Customer Package (which includes Priority Support and Software Assurance), the Preferred Customer Package must be purchased at the time of product purchase. For more information about the Preferred Customer Package, please refer to the document entitled: “The MADSolutions Preferred Customer Package” available from MADSolutions Information and Sales. (InfoSales@MADSolutions.com)
Description
Basic Support
Priority Support
Cost
Free
Paid – Price Varies
Term
Product Lifecycle
+ 1 year
1 Year
(Renewed Yearly)
Email Support
Yes
Yes
Web Support Submission
Yes
Yes
Access to web site support articles
Yes
Yes
Phone Support
No
Yes
Phone Response Time
Not Available
Call returned within one business day
Email Response Time
Within 10
business days
Generally a response the same business day
Priority Response
No
Yes
Problem Resolution Time
*Time Permitting
*As quickly as possible
Minor Product Modifications Available
No
**Yes
***Average Support incident turnaround time
5 to 15 business days
1 to 5 business days
Scenario tests performed in house
Not typically
When required
*
Dependent on availability of MADSolutions staff, product development and release cycles and other factors which may impact staff availability.
**
Any product modifications must be approved by MADSolutions management.
***
Average turnaround time is based on past support issue resolution time and may not accurately reflect any specific support incident.
Note:
This document is subject to change. Those with a paid “Priority Support” agreement will be notified ninety (90) days in advance of any reduction in services and compensated accordingly. Those with “Basic Support” will not be notified and are subject to changes effective of publication of any revisions of this document.