Telephone Technical Support (aka Help Desk Support) is available from R-com Enterprise during the client's business hours.

A client can pay for Telephone Technical Support either via an annual contract or for each incident as it arises.  Incident payments are received via Credit Card only, i.e. VISA & American Express.

Incident request for service require initialization via a telephone call.  If the customer is a repeat an incident request for service can be opened via an e-mail.  E-mail incident's will be charged to the customer's Credit Card number on file.

The Annual Telephone Technical Support Contract provides customers with telephone and email technical support.

The following restrictions and specifics apply with an Annual Telephone Technical Support Contract:

 

1. The contract is effective for a period of twelve (12) months from the purchase date of the contract. It may be automatically renewed from year to year thereafter at the then prevailing rate.

2. This contract is limited to the number of hours specified at the time the contract is purchased. Please note: Once this contract expires, unused time cannot be transferred to a new contract.

3. This contract is only applicable to telephone and email technical support and cannot be used for on-site services or custom programming.

4. For telephone, email and remote control support, please note the following:

   • Calls can only be accepted from up to two designated contacts, whose names are on file.

   • A minimum of 15 minutes per-call will be charged after which the duration will be calculated in 15 minute intervals. After-hours and weekend calls are options which are available at the customers request.

   • We guarantee a response within four business hours for regular calls and two business hours for urgent calls.

   • All activities will be logged to the customer's account and an activity log can be delivered in electronic format to the customer upon his/her request.

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