Support: Difference between revisions

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===Substantive===
===Substantive===
Instructions are a form of support in where a customer asks a question and where the answer can also be learned by reading the relevant pages on our [[Main_Page|Support Wiki]] or by following a training.  
Substantive Support is about the daily use / functionality of the Software. This involves extra explanation of how things work and not technical incidents.
This type of support is therefore paid support. For Instructions a confirmation of the [[Account_Management#Different_account_types_in_the_Tygron_Web_Application|domain administrator]] is needed that there will be costs involved.
a. This can always be provided free of charge via the Online User Community website or the online manuals supplied with the Software.
b. In addition, customization can be delivered via telephone / e-mail / "on site" by Licensor's specialists at EUR 100 per hour. For substantive support a confirmation of the [[Account_Management#Different_account_types_in_the_Tygron_Web_Application|domain administrator]] is needed that there will be costs involved.


===Technical Support===
===Technical Support===
Technical Support is support that Tygron gives when a customer for example faces a bug in the software. We then try to fix the bug and in the meantime provide a workaround. Other forms of technical support are feature request or problems with hardware, such as your laptop should work according to the Test my hardware check in the Engine and you have the latest updates of the drivers installed, but the Engine still will not connect to your project. This type of Support is free.
Technical Support - unlimited (email / telephone): Reaction on incidents (errors / bugs) with regard to the functioning of the Software. An incident is an obstacle encountered by an End User or Licensee, for which the assistance of Licensor is desirable or necessary. Incidents are handled in the following order:
a. urgent incidents, including incidents that lead to the Software not being used at all by the Licensee.
b. serious incidents, including incidents, which significantly limit the work with the Software. This category includes incidents in which a certain functionality within the Software can not be used, while the rest of the Software works without problems.
c. other incidents, including incidents that limit the work with the Software to a limited extent. This category includes incidents that relate to a specific end user, while the other end users of the incident are not affected.
This type of Support is free beacuse it is included in the licensecontract.

Revision as of 10:55, 11 June 2018

Please note: This page is currently being updated.

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How to contact Support

Tygron offers customer support in a number of ways.

  • In the Editor, it is possible to send a message to support:

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Different types of support

Tygron offers two types of support: Substantive and Technical Support.

Substantive

Substantive Support is about the daily use / functionality of the Software. This involves extra explanation of how things work and not technical incidents. a. This can always be provided free of charge via the Online User Community website or the online manuals supplied with the Software. b. In addition, customization can be delivered via telephone / e-mail / "on site" by Licensor's specialists at EUR 100 per hour. For substantive support a confirmation of the domain administrator is needed that there will be costs involved.

Technical Support

Technical Support - unlimited (email / telephone): Reaction on incidents (errors / bugs) with regard to the functioning of the Software. An incident is an obstacle encountered by an End User or Licensee, for which the assistance of Licensor is desirable or necessary. Incidents are handled in the following order: a. urgent incidents, including incidents that lead to the Software not being used at all by the Licensee. b. serious incidents, including incidents, which significantly limit the work with the Software. This category includes incidents in which a certain functionality within the Software can not be used, while the rest of the Software works without problems. c. other incidents, including incidents that limit the work with the Software to a limited extent. This category includes incidents that relate to a specific end user, while the other end users of the incident are not affected. This type of Support is free beacuse it is included in the licensecontract.