Support
You can contact Tygron support by sending an email via our Support Portal: Contact Tygron Support. This option is also available directly from the editor -> tab 'Community' (top ribbon)-> Tickets. We appreciate receiving questions. They help us better understand the challenges users face and provide valuable input to further improve the software and documentation.
Different types of support
As stated in your license agreement, Tygron offers two types of support: Substantive and Technical Support.
Substantive Support
Substantive Support is support on the use / functionality of the Software. This involves training/extra explanation of how things work, but not technical incidents.
- a. This can always be provided free of charge via this wiki. When applicable, we will help you find the right documentation.
- b. In addition, clarification can be delivered via call / e-mail / "on site" by Licensor's specialists at our standard support tariff of EUR 125 per hour excl VAT. We require prior confirmation from your domain administrator regarding the associated costs for this support.
Technical Support
Technical Support concerns 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; incidents that lead to the Software not being used at all by the Licensee.
- b. Serious incidents; incidents which significantly limit working with the Software. This includes cases where specific functionality is unavailable, but other features work correctly.
- c. Other incidents; incidents that limit the work with the Software to a small extent. This includes issues affecting only a single user.
This type of Support is included in the license contract and will not be charged separately.