What's Included: Support and Professional Services

If you are unsure about what services are supported by our Support team or Professional Services team, this is the right article for you. Sometimes it can be confusing as to what services are covered under your support and maintenance agreements, what may be professional services (billable), and what types of services are not covered. This article provides service descriptions to help you better understand the scope of our offerings.

NOTE: These services are provided during regular business hours and in accordance with our standard service levels.


Support (Annual Maintenance) Professional Services (Paid Engagement) Not Included Services

Access to Support Engineer

by phone or email

Access to Sales Engineer

by phone or email

Emergency Support

(outside normal Support hours)

Available during normal Support hours

 Scheduled appointments Support of Third-Party Products 

Configuration Questions < 30 min.

Configuration Questions > 30 min.

SQL Configuration

PSIcapture|PSIcapture Mailroom In-Place Upgrade Assistance < 1 Hr. PSIsafe upgrades will need to be reviewed by Management for possible Professional Services recommendations.

In-Place Upgrade Assistance > 1 Hr. Projects that require longer testing and configuration phases should be conducted with Professional Services as a paid engagement.

Environmental Upgrades

Training Questions < 30 min.

Training Questions > 30 min.

Hardware Support

Support for Error Messages

Scanner Configuration

Backup Routine Neglect

Submit Defect Repair Requests

PSIcapture Scripting & Custom Scripting Troubleshooting

Ransomware/Malware Recovery 

Submit Feature Requests 

Travel Options Available Data Backups (on-premises)

Support for Product, not Opening

Rebuilding or New PSIsafe / PSIcapture Configuration Support for Self-Inflicted Wounds

Support for Licensing Issues

PSIsafe and PSIcapture Server Migrations Network / IT Support

Access to PSIsafe Online Training

Project Management for Upgrades Deprecated\Legacy Versions of Software

Access to Software Update

PSIsafe Open API project support Microsoft non-supported Operating Systems


Testing Prior to Significant Upgrade SSL Certificate installation


Additional PSIsafe Cloud Support:

Data Backups including individual file backup up to two weeks

Data Restoration (1 per year), Subsequent occurrences may be billable






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