|Version 1 (modified by trac, 4 years ago) (diff)|
The preferred support method is to open a ticket. To stay up to date with the responses, you may want to create your own account first - check the links above.
Communication can also be done by mail - the documentation of the software usually gives you an address for that. Still, we prefer you open a ticket - if not stated otherwise e.g. in a support contract.
Support is granted in different levels:
|Reaction Time||as time permits2||within 2 workdays3||within 2 workdays3|
|Code fixes||as time permits2||ASAP||ASAP|
|Feature Adds||If we like4||If possible5||Not included6|
|Support by Mail||Yes||Yes||Yes|
|Support by Ticket||Yes||Yes||Yes|
|Support by Phone||No||Yes||Yes|
|Support by IRC7||Maybe||On Demand||On Demand|
1 Packages are available to include multiple projects
2 Provided on a not payed base, other things may have higher priority (e.g. payed support)
3 Usually there will be an immediate response. Workdays are Mon-Fri except holidays
4 If not payed for, we decide whether we want to implement a new feature
5 If payed for, we want to implement a new feature and certainly will do. Exceptions are things which are not possible to implement because of technical reasons.
6 "Not included" means you either have to pay separately5, or wait4
7 You may find somebody on irc.freenode.net in the channel #izzysoft - if necessary, place a /msg to some OP there.
Get your Support Level
For basic support, there's nothing you have to do - just file your request and wait for our response.
For a "flatrate" you should contact us in advance, so we will setup a support contract. Your "flatrate support" then starts as soon as we received your payment (if not agreed otherwise in the contract). Details on how to contact us are to be found at the companies home page.
For "On Demand" commercial support, the first contact should be an email (or phone call, or fax). Before we can start, we need an explicit order from you, together with at least a billing address. The price per hour mentioned above does not yet include tax or money transfer costs, so you'll have to add these. Once the case is closed, we will send you a bill.