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Priority Support @ HC

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
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
yes
Email Support
yes
yes
yes
Yes
Telephone Support
Only to check
ticket status
Only to check
ticket status
Yes
Live Chat Support
No
Yes
Yes
Yes
HC Support Portal
Yes
Yes
Yes
Yes
Public Web Forums
Yes
Yes
Yes
Yes
Issue tracking and prioritization
No
Yes
After Hours Support
No
Yes
Priority Support Patches
No
Yes
Remote Session Trouble Shooting
No
Yes
Shared Remote Session
No
5 remote
sessions a year
10 remote
sessions a year
100 remote
sessions a year
HC Exchange Module Priority Support
Yes
Yes
HC Dynamics CRM Module Priority Support
Yes
Yes
HC SharePoint Module Priority Support
No
Yes
Yes
HC Lync Module Priority Support
No
Yes
Yes
HC Blackberry Module Priority Support
No
Yes
Yes
HC Virtualization Module Priority Support
No
Yes
Yes
Help with patches
No
Yes
Yes
Yes
Help with version upgrades
No
Yes
Yes
Yes
Online Training Session
No
30 Minutes Single Session
30 Minutes Single Session
60 Minutes Four Sessions
HC Shared Hosting Module API Availability
Yes
Yes
Yes
Yes
HC Shared Hosting  Module API Support
HC Forums
HC Forums
HC Forums
HC Forums and Emails
HC Enterprise Modules API Availability
No
No
Yes
Yes
HC Enterprise Modules API Support
No
No
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.