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We encourage you to review our Support Policy (included as part of our Product Licence Agreement), which outlines our support scope and limitations.
Here are some key aspects for your information:
Basic customer support is included in our product licence fee. If a client requests support outside our support scope, we will notify the client and request they speak with their Posimente partner, or request a quote for paid
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Each customer is entitled to 10 technical requests for support per calendar year, meaning we will:
investigate the issue reported (this may involve accessing their product environment)
provide updates on the ticket submitted
provide install details for patch releases to resolve bugs
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support
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Service Level Agreement
We will acknowledge receipt of your support request and commence work within the following timescales, as outlined in our Support Policy. Our team reserves the right to modify the severity level of the request if required:
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