PowerTCP Support

Support packages for all levels of requirement including Standard, Preferred, Preferred Incident Packages and Elite support.
The following support options are available:

• Standard Support: for the non-critical user needing a small amount of e-mailed help as needs arise
• Preferred Support: telephone and e-mail support providing additional access to support and higher discount levels on additional purchases
• Preferred Incident Packages: help at the preferred level for a single issue incident or a package of support for multiple tools
• Elite Support: access to the team that developed PowerTCP with a 45% discount on additional licenses purchased.

PowerTCP Support – Features

Standard Support Preferred Support Preferred Incident Packages Elite Support Feature Comparison

Standard Support

Standard Support is suitable for the non-critical user needing a small amount of e-mailed help as needs arise. It includes:

• Unlimited e-mail and fax support covering installation problems, tool usage and application and deployment
• e–mail notification of free tool updates provided via web download
• Additional license discounts of 15% during the subscription term
• 40% off the list price at time of purchase and again if renewed before the annual subscription terminates.

Preferred Support

Preferred Support provides telephone and e-mail support with additional access to support and higher discount levels on additional purchases. It includes:

• Unlimited telephone and e-mail support covering installation problems, tool usage and application, debugging, related protocol issues and deployment
• e-mail notification of free tool updates provided via web download
• Additional license discounts of 35% during the support term
• 40% off the list price at time of purchase and again if renewed before the annual support terminates.

Preferred Incident Packages

Preferred Incident Packages provides help at the preferred level for a single issue incident or a package of support for multiple tools. Incident Support allows for one-to-one support by incident. Issues covered are those listed as covered by Preferred Support. Incidents are help requests that cannot be broken down into separate issues. Some incidents are resolved quickly, others may require some time to complete with several telephone and e-mail communications. Please read carefully before purchasing.

Bug fixes are usually placed on a list and prioritised by support customers, by those effecting multiple users and the remainder on a first-in, first out basis. There is no charge for fixing bugs but a charge is levied for prioritising the fix if it seems to be affecting one organisation only. If the research determines that the problem is a bug that has been caused by Dart money is refunded unless the fix has been prioritised. In summary:

• Refunds are not made if an problem is resolved quickly
• No further charges are levied if the problem requires a lengthy resolution
• A refund is made if the problem is determined to be a bug that cannot be fixed
• Any authorised person can call with an incident for package incident purchases
• Incident subscriptions terminate after 12 months.

Elite Support

Elite Support provides access to the team that developed PowerTCP with a 45% discount on additional licenses purchased. It includes:

• Unlimited telephone and e-mail support covering installation problems, tool usage and application, debugging, related protocol issues and deployment
• Code review for problem resolution
• Code review for project optimisation
• Free major version upgrades
• Top priority for bug fixes or inter-operability work-arounds
• e-mail notification of free tool updates provided via web download
• Additional license discounts of 45% during the support term
• 40% off the list price at time of purchase and again if renewed before the annual support terminates.

Feature Comparison