Support Plans

When purchasing products from Solutions2Share there are two support plans to consider:

Standard Support
Premium Support

This page explains the features of both options to help you make an informed decision about which plan is most appropriate for your organisation. In both cases the plans are annual policies which expire on the anniversary of the initial software purchase. You will lose the right to receive support after such one year period, unless you purchase additional support from Solutions2Share at additional cost.

Both standard support and premium support include Software Assurance.

Please note: Both plans only cover support for our software. We cannot offer general SharePoint support.

Questions?

If you have any additional questions regarding the support packages available, please contact our sales team at sales@solutions2share.net and they will be happy to help you.

Definitions

Solutions2Share Support Site – The Solutions2Share Support site accessible at https://desk.zoho.com/portal/solutions2share/home allows a customer to discuss problems with other users, or look for resolutions in our knowledge base and forums. For topics that cannot be solved with the help of these, a support ticket can easily be opened and will be triaged and routed to the relevant technician at Solutions2Share.

Support Incidents – A single support incident can involve several emails and offline work in order to be resolved. The Licensee agrees to provide Solutions2Share with detailed information about the issue encountered and cooperate with Solutions2Share’s requests for additional information as they attempt to resolve the issue. Solutions2Share support engineers will make reasonable efforts to resolve your support issues; however, Solutions2Share does not guarantee that all support issues will be resolved. Bug reports and product feature suggestions are not considered support incidents. Solutions2Share is not obligated to acknowledge or address product feature suggestions.

Software Assurance – With the Software Assurance the latest versions of the product are made available to you on the website. Even when changing from one version of SharePoint to another we provide you a new version of the product as soon as possible. The Software Assurance includes all “major releases” of the products. In addition, on requestbeta versions of the product can also be tested.

Test and Development License – Software license that allows the software to be installed on a single non-production SharePoint farm for development and testing purposes only.

Standard Support

Our entry level Standard Support plan is suitable for organisations with a low support volume. It includes the following features:

Response time within 2 business days

Once a support incident has been raised via our support site, we will try to respond within 2 business working days. In most cases we strive to provide a resolution within this time; however, depending upon the issue raised, this is impossible to guarantee.

Number of incidents

With the Standard Support plan you can open up to 5 incidents per year.

Online support

Once you purchase a Standard Support plan, we will create an account for your organization on our support site which you can use to raise incidents with us.

Major and minor versions

We endeavour to fix known problems in minor releases and introduce new features in major releases.
With the Software Assurance that is included in both Standard and Premium Support contracts we will automatically make both types of upgrade available to you.

Priority in processing

In Standard Support your tickets will receive a normal priority.

Included test licenses

The Standard Support plan includes one test license.

Services

Troubleshooting
Log analysis
Installation Support
Error handling

Premium Support

The Premium Support plan includes all features of the Standard Support plan plus these additional features:

Response time within 1 business day

Once a support ticket has been raised via our support site, we will respond within 1 business working day.

Number of incidents: unlimited

You can raise unlimited incidents per year.

Online remote assistance

For problems that are best solved by using online remote control software such as Microsoft Skype for Business or TeamViewer we will dedicate a technician to help you resolve your issues via one of these.

Early access to beta programs

As we continue to improve our software and introduce new features, we will invite you to take part in our beta programs. This will not only offer you an early insight, it also means you will get a say in how our products are shaped.

Contact by phone

Speak to our support personal by calling our hotline or by requesting a callback.

Priority in processing

With Premium Support your tickets receive preferred priority.

Included test licenses: unlimited

Unlimited number of testlicenses included.

Services

Standard Support Services plus

Template repair and cleaning
Rebuild configuration and version specific problems

You can find a PDF version of our Support Plans in Downloads.

Do you need further information? Please contact us:

Phone

Email

FAQ