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.

Standard & Priority Support Plan Comparison

Features	Standard Support Plan(SSUP)	Priority Support Plans
Features	Standard Support Plan(SSUP)	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 $5,000 whichever is higher	70% of Listed Product License Price or $15,000 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.

Terms & Conditions:

HC tech support staff has always been there for its clients. Assisting them in variety of issues they face from time to time. Due to our friendly and careful support, many customers also request different type of server management tasks from the support engineers. But it should also be realized that performing these server management tasks are not covered under standard or priority support plans. For server management tasks check HC Professional Support Services.

* All support services contracts are of minimum one year.

Contact Us

For more information on these support options or to find out how we can tailor a support solution just for you contact HC Sales or give us a call on +1 (604) 227 0272 Ext 101.

Products

Solutions

Downloads

Resources

About HC

Founded in 1999, Hosting Controller is a cloud hosting automation solution for web hosts and cloud based service providers. It allows them to manage both Windows & Linux servers simultaneously as part of a single cluster. In addition to shared hosts, HC offers a full solution suite for hosted Enterprise Applications creating a shared multi-tenant environment for automatic provisioning of Hosted Exchange 2007/2010, BlackBerry, SharePoint, Lync and Dynamics CRM. It also offers a full automation solution for Infrastructure and Virtualization providers offering virtualized partitions on both Windows and Linux based servers through VMware ESXi 5, Hyper-V technology & Xen Hypervisor technology for Linux! Hosting Controller Inc. is based in Richmond, BC, Canada and has customers in 125 countries worldwide.