Support Packages are determined by your product edition contract type. Please see the pricing page for more information on these options. The table below shows the different Packages: Lite, Basic, Standard, Professional and Enterprise.

* You cannot downgrade your support service plan before the end of each term.

Support Incidents

Each SymbioTeam product (except Lite Edition) comes with a corresponding Support Package with no extra charge for the period of the contract (for Hosted product editions) or for 1 year (for On-Site and Permanent On-Site product editions). When the initial support service term ends, you can renew the support service or purchase a different available plan.

Each Support Package except Lite and Basic comes with a limited number of Incidents Phone Support. An incident is the ability to contact SymbioWare directly for help. Your Support Package determines the method (e.g. email or phone) and how many times a term.

• Additional Support Incidents are offered through the Pay-Per-Incident Phone Support; please see our pricing for more information.
• Support Incidents determined to be enhancement requests or bug reports do not count against your allotted Support Incidents.

Pay-Per-Incident Phone Support 

Need more phone technical support? You have the option to purchase a single incident of Level 3 phone support 24 hours per day, 7 days a week. The Pay-Per-Incident (PPI) service has been designed exclusively for valued customers who have not subscribed to a support plan – or have an expired plan – and need to access our phone technical support services. SymbioWare’s Pay-Per-Incident (PPI) service delivers expert advice and technical support from the industry's leading technical support team. The support sessions are available Monday through Friday from 8:00am to 5:00pm Pacific Time (excluding Holidays). For further details about Pay Per Incident offering, please visit the Terms and Conditions page.

Support Incident Process

 
SymbioWare is committed to resolving customer problems quickly and professionally; when you contact SymbioWare:

• Every service request is logged into the support system and is accessible to all Technical Support Team members.
• The Technical Support Team assigns case priority based, in part, on the urgency that you indicate.
• After reasonable troubleshooting an unresolved case will be escalated to Engineering directly for resolution.