we provide several types of resources to help support our client. we provide frequently asked questions, on-line bug reporting, and on-line knowledgebase. you can also email or call technical support. if your company requires an upgraded level of support we can provide that as well. we have several different support plans to meet your companies needs.
basic technical support - we provide questions, answers and software fixes via email. you get access to the protected portion of our web site. this contains a vast array of information, such as our knowledgebase. you use this portion of our website, so that you can try to help yourself in resolving problems. we guarantee a 24-hour reply to you when you log issues, problems, and questions through our automated trouble ticket system. this support is included when you buy a tiera product.
extended technical support - we provide the same coverage as the basic technical support plus the following things. you get telephone support from 8am - 8pm monday through friday. you also get 24/7 support for severity one problems.
if you have any questions about these plans, or would like to upgrade your support plan please contact your sales person or, send email to: email@example.com