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Direct Care (PPI)
Direct Care
incident credits for direct support via email
What is Direct Care?
Free support is available to any customer through our
online forum
.
Direct Care is for customers who need to get direct one on one support from our engineers.
Support is provided
by email only
.
A pay-per-incident credit must be purchased to avail Direct Care.
Credits expire 1 year from date of purchase.
What is an incident?
An incident is defined as a single support issue related to a ServersCheck or InfraSensing product; and the reasonable efforts needed to resolve it. A single support issue is a problem that can't be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. An incident may require multiple contacts and offline research to achieve final resolution. Each reported incident requires the purchase of a credit.
Response time
Support is available from Monday through Friday excluding public holidays.
We aim for a response time by next business day.
Exclusions
Direct Care does NOT cover support for discontinued or End-Of-Life products, nor 3rd party systems nor integration with 3rd part systems. Also excluded is support for free products, onsite support, remote control, writing or review of custom code.
Resolution
Although we make best efforts to resolve your issue, we can't guarantee to resolve all issues.
A closed ticket can't be opened again. In that case a new incident has to be created.
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