Support options
You have several support options.
(1) Per-incident support: Prepayment of $50 US is required before
support will be provided. This payment covers up to 30 minutes
of support for a single incident or site, as described in Terms
and Conditions. Subsequent 15 minute segments are charged at
$25 US per quarter hour in quarter hour increments. The Customer
may at any time elect to abort the support ticket but is still
responsible for paying for any elapsed time after the first pre-paid
one half hour segment. If a support ticket is remedied in less
than 30 minutes, no portion of the initial $50 US fee shall be
refunded.
(2) Prepaid support: Prepaid support is purchased in blocks
of hours:
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Bronze Plan: $295 US |
- Includes installation and one year of support
with a maximum of 5 hours – time decremented as below.
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Silver Plan: $495 US |
– Includes 10 hours and the support features as outlined
in support description above – time decremented and
rounded to nearest quarter hour.
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Gold Plan: $895 US |
– Includes 20 hours and the support features as outlined
in support description above – time decremented and
rounded to nearest quarter hour.
|
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VAR Plan |
Authorized VAR’s of ebackup Inc’s “Rapid
Recovery” software can receive support in addition
to the support that they already provide to their customer
base and add these features into their support offering.
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Time is decremented from the prepaid amount after each incident
has been addressed by totalling the time spent on each support
incident and rounding up to the nearest quarter hour. If the
Customer runs out of prepaid hours, additional hours may be purchased
in blocks or singly at the rate of $75 US per hour, or charged
in increments of one quarter hour @ $ 25 per quarter hour. Prepaid
support is non-refundable and non-transferable.
Fees may be altered without notice and without refund of previously
charged amounts. Pre Payment is required on all support contracts
prior to deliver of service.
Online you can:
- View Tips and tricks, troubleshooting information and
server help. visit our Support
Forum
- Review the answers to Frequently Asked
Troubleshooting Questions.
- Download a detailed Installation
Guide. (PDF format)
- Evaluate Services. Try it out!
FREE, for 15 days.
- Visit our Download Page for other
manuals
Or contact us directly at:
ebackup Inc.
401 Forge Road SE
Calgary, Alberta, CANADA
T2H 0S9
Email: support@ebackupinc.com
Tel: (403) 259-3620
Fax: (403) 259-3628
how does it work
