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VICIdial Software Upgrade
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Conditions of Use
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Consultation Service Levels
- Service Level:
(Formerly "Silly questions") - One of our staff will resolve one or two (less than 5 minute) phone/email/IM questions to the best of our ability per day. The purpose of this is to reduce your need to hire another IT professional to get answers to simple or fast Vicidial/IT Questions. Our staff is experienced in many fields of endeavor and will be happy to discuss any and all of them (without violating any privacy policies or trade secrets). This does include help with troubleshooting (we will point you in what we believe is the right direction), but does not include any of our personnel accessing your system or "looking up specific code or solutions", but is meant as a system for guidance, which of course is very helpful while
Weekly Guidance is for a single person in your organization, we recommend that you select the person who will normally be doing the troubleshooting (your IT professional). This person may be replaced with prior notice during Vacations/Days Off, etc., with prior notice.
- Service Level: Standard
Includes "Silly Questions" as above, and we WILL enter your system (viewing only) to make it easier to consult with you regarding your issues or questions. This also raises the threshold to one or two less than 10 minute phone/email/IM questions per day.
- Service Level: Premium
Includes "Silly Questions" and "Standard Consultation" as above, and we will ALSO assist with walk-throughs on issues with which we are familiar, and we may make changes to your system as we assist you if you authorize us. This also raises the threshold to one or two less than 15 minute phone/email/IM questions per day.
Options and General Notes:
Scheduling - Startup
You must request a startup date/time explicitly and the requested start time must be 24 hours into the future from the moment of request. If you want to start as soon as possible: Please post your startup date/time request in the comments.If you do not post a startup date in comments, you may request startup via a ticket or email. The request must include the date and time, Phone, Email, and Name of the authorized person to be a valid start request. The request must also be 24 hours into the future to be valid. Any level of Weekly Consultation takes 24 hours from purchase or request to activate. (IE: Be sure your requested startup date/time is at least 24 hours into the future.) If your requested start time is during a workday, that first day still counts as a full day. We do not pro-rate this service. Any consultation/service/support required before startup will be handled on an
Scheduling - Hours
For a 12HR window, the normal time is 9A-9P EST. If you prefer hours outside that to match your call center hours, as in the actual shift of your call center, your available window must 10 hrs or less.
Starting and Stopping Service
If you cancel this service, and then choose to restart it: activation will take an extra 24 hours with each new "starting" of the service.
One topic over multiple sessions
If you choose to ask the same question or cover the same/sequential/overlapping topic(s) in successive sessions, there must be at least six hours between the sessions. You may not use the same topic on more than two sessions. This is meant to avoid using Weekly Consultation as a replacement for Support, which is not the purpose of consultation.
Weekly Consultation is for a single point of contact within your organization on a single work-shift of no more than 12 hours. Presumably your IT professional will be your point of contact. This person must be the one who transmits requests to us after attempting to resolve them for your organization. The purpose of "Consultation" is to allow
IT professional to resolve your issues by borrowing from our experience. We are not your enterprise help desk (that is a completely different support product!). You may, of course, change the point of contact at any time with at least 24 hours prior notice (Vacations, Days Off, new IT person, etc). Pricing for us providing your enterprise with technical support are negotiable and based on installed equipment and personnel levels and methods of contact (IM/Chat/email/phone/text/video phone/remote desktop).
Standard Weekly Consultation (+$50.00)
Premium Weekly Consultation (+$100.00)
This product was added to our catalog on Tuesday 26 October, 2010.
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