Announcing our new Premium Support option

Posted on by

Good news!

Over the last year, we’ve invested significantly in our Support infrastructure. As a result, we’re now in a position to offer additional help and expanded hours to OnePager users who find themselves needing assistance on a tight deadline. We are pleased to announce Premium Support for OnePager Pro and OnePager Express.

Here’s what you need to know:

  • If you are current on your Maintenance & Support subscription, nothing about our regular Support process is changing. You will still be able to e-mail us ([email protected]) or call us (+1-303-779-0344, option 2) during regular business hours (9:00am – 8:00pm Eastern / 6:00am – 5:00pm Pacific, Monday-Friday). We return all e-mails/calls within 4 business hours. Our help during these hours has been, and will continue to be, free for subscribed customers.
  • Starting March 1, 2015, North American customers will be able to request our assistance after regular business hours (between 8:00pm and 9:00am Eastern / 5:00pm and 6:00am Pacific, Monday-Friday, and all day on Saturday/Sunday). This can be for any installation, licensing, or technical issue that cannot wait until 9:00am Eastern the next day.
  • After-hours Premium Support will operate on a fee-for-service model. The fee is $250/hour, with a 1-hour minimum. When you contact us after hours, a Support technician will ask you to authorize this purchase with a credit card or purchase order. If your matter can wait, you can always tell us to hold off until after 9:00am Eastern on the next weekday, and then we will help you for free (assuming you are current on your subscription).
  • We also now allow advance scheduling of after-hours Premium Support. For instance, if you know you will be working on your Gantt chart late Thursday night and want a Support technician at the ready, you contact us ahead of time and pay upfront for his or her time.
  • Customers outside North America do not have access to Premium Support at this time, but we will continue to respond as promptly as possible to requests for assistance. Please take into account that our Support resources are located in the U.S. Eastern and Mountain time zones when submitting your ticket.

Please let us know your questions or feedback on Premium Support: [email protected]. We look forward to helping you!

This entry was posted in OnePager 5.2 by Nathan. Bookmark the permalink.

About Nathan

Nathan Black was on the founding team of OnePager, joining as a beta tester in 2005. The product was exciting — the lack of paycheck, exciting in a different way. So he went out into the world, working as a project manager, management consultant, and academic (he was most recently a research fellow in the Government Department at Harvard University). Everywhere he went, he saw a need for more and better project management, particularly by people who don’t call themselves project managers but end up filling that role on teams and ventures large and small. In 2014, he returned to OnePager as Vice President of Solutions. His primary roles are (1) helping customers use OnePager more effectively and (2) developing new versions of the software. He is passionate about getting project visualization and reporting right, and eager to hear from project managers (in title or in reality) who feel the same way! Nathan lives in Kansas City, Missouri with his wife Whitney and sons Ethan and Adam. They enjoy classical music, the outdoors, and politics. E-mail him at [email protected].

Leave a Reply

Your email address will not be published. Required fields are marked *