NOTE: Before you contact technical support, please consider the following:
- Is the problem installation related? - Did you reference the installation guide, downloadable from our site in the downloads-area?
- Do you have a configuration problem? - Did you reference the Getting Started guide, downloadable from our site in the downloads-area?
Annual Support and Maintenance Agreement:
Our annual support and maintenance agreement entitles our customers basically to free support and product upgrades for the year. We offer two product upgrades per year that includes a technology refresh as well as feature enhancements. We welcome any feature enhancement requests from our customers and will endeavour to include the suggested new features in our product.
Our annual support and maintenance agreement furthermore entitles our customers to support via our support ticketing system on our web site, email support and also phone support.
The support includes:
The support includes:
- Unlimited web support tickets, email and phone support
- Our support typically includes the following:
- licensing
- installation
- getting started
- troubleshooting
- fine tuning your monitoring
- environmental issues
- general use of the product
- Upgrades to the product
Free minor version updates downloadable form our web site. Our support does however not include BizTalk support and support that does not directly relate to the installation, configuration and operation of Minotaur.
Our annual support levels and response/resolution timeframes are as follows (All timings given are best effort times.):
Level 1 (Highest Priority): Minotaur is down / unavailable / not working.
We respond within 12 hours and will endeavour to provide a resolution within 24 hours. With our past track record, we have been averaging response times of below 6 hours and resolutions below 12 hours.
Level 2 (Medium Priority): There is an issue with Minotaur, but it is still working.
We respond within 24 hours and endeavour to provide a resolution within 48 hours.
Level 3 (Low Priority): There is an issue you wish us to know about and to address.
We respond within 48 hours and will provide a resolution as soon as feasible.
Annual Support and Maintenance may be renewed on a yearly basis.