Per Incident Support
- 12x5 access to support
- Flexible "pay as you go" model
- Good for unexpected technical support needs
- Sold as individual incidents or as economical 3- or 5-incident packs
- Online resources and knowledgebase
Per Incident support is designed to meet the needs of customers needing assistance with issues that are not covered by our standard support. An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with Technical Support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a 3 or 5 incident pack, you can take advantage of a built in discount, as well as contact GridSouth Networks Technical Support for three or five independent technical issues for your specified product.
GridSouth Networks offers Per Incident support allowing access to support as you need it. With Per Incident support, customers can choose to log cases and receive responses either through the Web or by the phone.
Before purchasing per incident support, GridSouth Networks highly recommends that you take advantage of our online knowledge base - a complimentary resource that may lead directly to the answers needed!
GridSouth Networks per-incident support is valid for one year after purchase. Per-Incident Support is non-refundable. An incident cannot be credited back or refunded even if the issue was resolved without help from technical support engineer (for example: finding the answer in the product documentation, knowledge base or on your own).
Target Response Times
- Critical (Severity 1) - 4 business hours or Less 12x5
- Major (Severity 2) - Next business day
- Minor (Severity 3) - Next business day
- Cosmetic (Severity 4) - Next business day
Review our Severity Definitions.