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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