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 |
|
In-Place Upgrade Assistance < 1 Hr. |
In-Place Upgrade Assistance > 1 Hr. |
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 |
Ransomware/Malware Recovery |
|
Submit Feature Requests |
Travel Options Available | Data Backups (on-premises) |
|
Support for Product not Opening |
Rebuilding Configuration | Support for Self-Inflicted Wounds |
|
Support for Licensing Issues |
PSIsafe Server Migrations | Network/IT Support |
|
Access to PSIsafe Online Training |
Project Management for Upgrades | |
|
Access to Software Update |
PSIsafe Open API project support | |
|
|
Testing Prior to Significant Upgrade |
| Additional PSIsafe Cloud Support: |
|
Data Backups including individual file backup up to two weeks |
|
Data Restoration (1 per year), Subsequent occurrences may be billable |