Difference between revisions of "Technical Support Service Terms of Use"
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4. Sales questions, questions related to custom development of projects within the guarantee period, general questions not requiring technical consulting or assistance, quote requests — are serviced free of charge. | 4. Sales questions, questions related to custom development of projects within the guarantee period, general questions not requiring technical consulting or assistance, quote requests — are serviced free of charge. | ||
| − | 5. To find out how much your technical support request would cost, use the <u>[[Using_your_Qualiteam_Account#. | + | 5. To find out how much your technical support request would cost, use the <u>[[Using_your_Qualiteam_Account#.22Get_price_quote_for_my_support_request.22_checkbox | 'Get price quote for my support request']]</u> option. We will estimate your request and inform you of the approximate amount of support points your account would be charged for. The support team will not start working on the ticket until you approve the charge. |
6. If you have no active technical support subscription (no support points on your account), your technical support request may remain unanswered for more than one business day or a [https://secure.qtmsoft.com/customer.php?type=P&area=purchase_services&target=products_by_brand&subject=19 subscription to the technical support services] may be required. | 6. If you have no active technical support subscription (no support points on your account), your technical support request may remain unanswered for more than one business day or a [https://secure.qtmsoft.com/customer.php?type=P&area=purchase_services&target=products_by_brand&subject=19 subscription to the technical support services] may be required. | ||
7. Software bugs should be registered through the special [https://bugtracker.qtmsoft.com/bug_report_page.php 'Report a bug'] form; otherwise, they may remain unanswered for more than one business day or require a [https://secure.qtmsoft.com/customer.php?type=P&area=purchase_services&target=products_by_brand&subject=19 subscription to the technical support services]. | 7. Software bugs should be registered through the special [https://bugtracker.qtmsoft.com/bug_report_page.php 'Report a bug'] form; otherwise, they may remain unanswered for more than one business day or require a [https://secure.qtmsoft.com/customer.php?type=P&area=purchase_services&target=products_by_brand&subject=19 subscription to the technical support services]. | ||
Revision as of 14:31, 26 December 2011
1. Technical assistance and consulting are provided according to the Qualiteam's Technical Support Assistance and Consulting Agreement.
2. Technical support requests are processed according to the Qualiteam's ticket processing policy; the service costs a certain amount of support points, which are charged as determined here.
3. When a new issue is reported in a currently open ticket, the issue may be moved to a new ticket and processed separately for an additional fee.
4. Sales questions, questions related to custom development of projects within the guarantee period, general questions not requiring technical consulting or assistance, quote requests — are serviced free of charge.
5. To find out how much your technical support request would cost, use the 'Get price quote for my support request' option. We will estimate your request and inform you of the approximate amount of support points your account would be charged for. The support team will not start working on the ticket until you approve the charge.
6. If you have no active technical support subscription (no support points on your account), your technical support request may remain unanswered for more than one business day or a subscription to the technical support services may be required.
7. Software bugs should be registered through the special 'Report a bug' form; otherwise, they may remain unanswered for more than one business day or require a subscription to the technical support services.
