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!