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Preferred Customer Support (PCS)
Having a technical problem can be a very frustrating experience. It can
virtually stop productivity and cost you valuable time and money. That's why
BitShop offers our Preferred Customer Support (PCS) program, an annual
contract to help you get the most from your purchase.
Unlimited Support. We provide unlimited support via e-mails and calls
to our preferred customers. Our objective is to be there to help you, every
business hour of every business day.
Patches and Upgrades. Preferred customers will be sent all patches and
upgrades of software for one year, at no charge. In any given 12-month period,
BitShop typically releases several minor upgrades (maintenance), and at least
one major upgrade (new features), and several patches, none of which you will
want to miss.
Access to nonpublic Information. Customers with PCS will have access
to nonpublic tips, tricks, discussions to solve common problems and much more.
Availability. All products are available for purchase with or without
PCS. If you purchased your product without PCS you can contact our sales team to
purchase PCS. PCS Contracts can be renewed annually.
You Must Register. If you are a new customer or you have never
activated your PCS account, you must register with our customer support
organization. Registration is mandatory before you can receive support.
Your personal information will not be given to anyone else, it is strictly for
our internal usage in order to provide support to you.
Support Policies
Hours of Operation. BitShop provides technical support during the hours of
09:00 to 19:00 Eastern Standard Time on all weekdays except for US holidays. On-site
assistance is not included under the standard support contract, but may be
purchased on a time and materials basis. BitShop can provide other support services
by special arrangement.
Priorities of Reported Issues. BitShop defines four priority levels: one,
two, three and four. A priority one problem is a showstopper problem with no
workaround. A priority two problem is a serious problem resulting in degraded
functionality but with a reasonable workaround. A priority three problem is any
other problem. A priority four issue includes all enhancement requests. BitShop will
make all efforts to fix all priority one problems as quickly as possible. We may
elect to provide a non-tested patch for priority one and two problems and will
make all attempts to resolve all priority one and two problems by the next
update release. Priority three and four problems and enhancements will be scheduled
for fixes or implementation, as resources become available.
BitShop will try to give an initial response to all priority one problems within
one hour of receipt. BitShop will try to give an initial response to all other
problem reports by the close of the following business day. The response may be
a prioritization of the problem or a request for more information.
Escalation. If customer feels BitShop has not provided a solution to
customer's problem within an acceptable time frame the customer should escalate
the problem. It is BitShop's objective to be an excellent business
partner, and it may be possible to reprioritize based on special needs,
circumstances, or business opportunities. The customer may request that the
support engineer first escalate to the
Manager of Customer Support,
then to the
Vice President of Customer Service, and finally to the
General Manager.
What You Agree To. Problem diagnosis and resolution assume that you
will:
- Send BitShop a clear description of the defect (or symptom of defect).
- Provide a test case which reproduces the defect.
- Make available to BitShop a qualified and responsive engineer capable of
executing tests or trials, and communicating additional facts or properties,
as may be needed from time to time, to assist BitShop in problem diagnosis and
resolution.
Terms and Conditions. The priority of a problem may change over time. BitShop reserves the right to
reprioritize a problem based on circumstances and facts provided by you, or
facts discovered during defect diagnosis by BitShop. BitShop will not unreasonably
reclassify defects.
BitShop will support each major or minor version of a
product for a minimum of one year from the date of release and a minimum of one
year from the date of release of a successor major or minor version. Versions
are denoted by version number. A major version is denoted by a change in major
version number (e.g., from 1.3 to 2.0). A minor version is denoted by a change
in minor version number (e.g., from 4.0 to 4.1). All other versions are patches
or bug-fix versions and do not have any bearing on the duration of support for a
major or minor version. Patches and bug fix versions are supported only while
the major or minor version to which they apply is supported.
BitShop reserves the right to refuse to remedy a problem in a particular product
version if the problem is fixed in a more recent version.
Update Policy
Click here
to view the update policy for BitShop products.
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