Per Incident Support

Per Incident Support

If you would prefer not to commit to a support contract for any reason we can offer Per Incident support which is chargeable per incident, paid for by cash, credit card, or bank transfer before the support is provided. You can also buy a ‘Season Ticket’ to cover up to ten support incidents.

What constitutes an incident?

An “Incident” is the service event starting from the initial customer call until closure or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product – e.g. assistance with a specific problem or error message. While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as an additional incident.

An incident may involve multiple phone calls or emails. Synergy Accounts support engineers are responsible for determining what characterises a single support incident and for communicating this information to customers. Our support engineers always make reasonable efforts to resolve the issue but we cannot guarantee that all issues are resolved, for example if you are trying to use a feature that does not exist we may not necessarily be able to implement such a feature within a short time frame if at all.

What defines a resolved incident?

Once an issue is accepted as being within the remit of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue.
• Providing a reasonable work-around to the issue.
• Determining that the issue is in fact an enhancement request and forwarding the request to the product management team.
• Escalating the incident/bug to the development team for review.

What is the extent of the support?

Support answers general usage questions about Synergy software products. Our assistance includes:

• Helping you with the documented features of Synergy software products, including how these features can be used.
• Helping you troubleshoot unexpected behavior encountered whilst using these features.
• Helping you understand how the products works – but not directly implementing the product features in your data files.