What Qualifies as Support vs Services
Support
issues are matters that relate to the expected functionality of the
product, finding how-to documentation, or asking a direct question
related to a feature or function in the documentation.
Functionality Example: I am trying to save a monitor, and the window & modal is hanging and it will not close.
Functionality Example: I am trying to export a result and the export is taking too long and hanging.
How-to
Example: Q: How do I create a monitor for tracking mentions for my
brand? A: Please follow X documentation or video to create a monitor.
In
some cases, a member of the support team will ask for a call or web
conference call to be able to visually see an issue. This support time
is not for receiving configuration assistance. It is solely for a team
member to see and attempt to re-create a problem to determine a root cause to your problem.
Services Are Not Support
If
you need direct assistance to create, edit or configure any aspect of
the product, this is considered service time. If you cannot follow the
documentation to perform a task in a product, this is considered Service time. Each plan is entitled to on-boarding & setup
time. Any customer that requires Service time that exceeds the following
window of time will have to purchase additional pre-paid Service time in 4 hour
buckets or purchase product training that will be performed in a
controlled environment.
On-board & Setup Service Time by Plan Type
Starter Plans: 1 hour
Pro Plans: 2 hours
Enterprise Plans: 4 hours or specified in agreement