Per-Incident Support
Master Soft offers a per-incident technical support,
that allows you to open a technical assistance case for solving problems and issues
relevant to our products.
You can purchase groups of tokens,
that will grant you the right to open a technical case through the
interface included in the on-line Customer Area in our website.
The Trouble Ticketing system will ask you to provide us with all
the information necessary to our staff for completing a pre-analysis of the problem.
The main steps of a technical case are:
- a careful submission of all the necessary technical information
during the case opening;
- the assignment of an engineer from our technical staff;
- the possible escalation of the case;
- the quick and satisfying solution to the original problem;
The assistance token grants you the right also for telephone support,
during which you will be guided in opening the case by our personnel.
Request phone calls are returned in an average time of four (4) hours.
The support type is 8-5 CET; calls are accepted Monday to Friday from 9.00am CET
to 5.00pm CET.
Phone numbers for technical support are listed in the Contacts page.
Assistance tokens are sold in packages of 5 or 10 tokens each.
A support token package has a duration of one year
since purchase date.
For information about token package pricing, please refer to the
pricing list.
For more information on the support type, or on specific support contracts,
please contact sales@mastersoft-italia.com.
|
Purchase support tokens