Priority Support @ HC

At HC we understand that your business software is critical to the day to day activities. To ensure you a quicker support medium ‘Priority Support Plan’ is what your business needs. Priority Support Plan provides you peace of mind that you always have the backup service, support and expertise you need on demand via a number of different options such as phone, email and live chat.

Support

Standard & Priority Support Plan Comparison

Features Standard Support Plan(SSUP) Priority Support Plans
General Enterprise Exclusive
Hours of Operation 24x5 24x7 24x7 24x7
Plan Duration 12 months 12 months 12 months 12 months
Product Upgrades 12 months 12 months 12 months 12 months
Assigned Technical Account Manager
Past Version Support Current release Current release Current release
Email Support
Telephone Support Only to check
ticket status
Only to check
ticket status
Live Chat Support
HC Support Portal
Public Web Forums
Issue tracking and prioritization
After Hours Support
Priority Support Patches
Remote Session Trouble Shooting
Shared Remote Session 5 remote
sessions a year
10 remote
sessions a year
100 remote
sessions a year
HC Exchange Module Priority Support
HC Dynamics CRM Module Priority Support
HC SharePoint Module Priority Support
HC Lync Module Priority Support
HC BlackBerry Module Priority Support
HC Virtualization Module Priority Support
Help with patches
Help with version upgrades
Online Training Session 30 Minutes Single Session 30 Minutes Single Session 60 Minutes Four Sessions
HC Shared Hosting Module API Availability
HC Shared Hosting  Module API Support HC Forums HC Forums HC Forums HC Forums and Emails
HC Enterprise Modules API Availability
HC Enterprise Modules API Support HC Forums HC Forums and Email
Pricing 30% of Listed Product License Price 50% of Listed Product License Price 50% of Listed Product License Price or $15,000 whichever is higher 70% of Listed Product License Price or $35,000 whichever is higher

Procedure to follow (General & Enterprise Priority Support Customers)


Under priority support plans you are entitled to talk to our technical engineer on the phone to get an update on ticket, however following procedure must strictly be followed:

First open a support ticket by sending an email to support@hostingcontroller.com visiting HC Support Center.

Clearly explain the problem encountered and its correct sequence if any in your email.

When you call us, make sure you have related ticket number and your paid invoice number with you.

Over the phone you may also be required to give your HC Control Panel access or Server access to our support team.

HC technical engineer will take your contact number and advise you a specific time line, when he will be able to update you back via phone or email. This time line may vary depending on the nature of reported issue.

Exclusive Priority Support Customers

Customers with Exclusive Priority support plan don’t have to follow above mentioned procedure as they will be assigned exclusive technical account manager who they can reach via phone 24x7 to discuss technical matters.

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