Support

ViewITpro Support

View IT Pro
Support

ViewITpro Customer Support is committed to providing high quality support along with accurate and timely resolution of issues during the initial installation and ongoing use of ViewITpro.

ViewITpro will provide upgrades and updates, along with access by telephone or Internet to ViewITpro's technical staff for consultation in the use and operation of ViewITpro.

ViewITpro provides three maintenance and support plans to choose from; Standard, Extended, and 24/7.

Feature	Standard	Extended	24 x 7
Coverage	Monday through Friday 8:00 AM to 5:00 PM Eastern Standard Time (EST), excluding holidays	Monday through Friday 8:00 AM to 5:00 PM Eastern Standard Time (EST), excluding holidays	Twenty four hours a day, seven days a week
Response Time	Next business day	Same business day	4 hour
Support incidents per month	2	4	5
24 x 7 monitoring of the ViewITpro NMS appliance to assure best-efforts availability	NA	Included	Included
Monthly health checks of the ViewITpro NMS taking corrective action when necessary to ensure best possible performance	NA	NA	Included
Automatic back-up and recovery service of ViewITpro Configuration files	NA	NA	Included
Cost per incident outside of coverage period	$60 first 15 minutes, and $20 for each 5-minute increment thereafter. Maximum $395 charge per incident.	$60 first 15 minutes, and $20 for each 5-minute increment thereafter. Maximum $395 charge per incident.	$60 first 15 minutes, and $20 for each 5-minute increment thereafter. Maximum $395 charge per incident.
Support initiation access	Online only	Online or telephone	Online or telephone
All Updates of the Licensed Software and related information and documentation	Included	Included	Included
Annual price as a percent of total purchase price	18%	23%	28%

Note: Terms and conditions of support, support features, pricing and support availability are subject to change at any time without notice.

(1) Assisted support is available for ViewITpro versions 2.5 or higher.

(2) Inquiries are limited to the following ViewITpro product areas: installation, upgrade assistance, and basic functionality. An incident is defined as (a) a single issue or problem that a registered support plan user asks a support representative to analyze or resolve, (b) a product-usage question that involves a single feature of ViewITpro, or (c) a single question on a specific IT management topic. The technical support representative will determine how many incidents will be handled during the course of the telephone or electronic contact.

(3) Response times are a goal and are not guaranteed. Excludes occasional downtime due to system and server maintenance, and events beyond our control.

(4) Monthly health check coverage and back-up recovery service takes effect 15 business days after the date of plan purchase and require secure connectivity by View IT Pro via VPN access or other agreed to methodology.