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ExceleTel Technical Support Services

The table below describes the suite of service benefits available to you as your relationship with ExceleTel evolves.  Please use this table to compare the benefits and help choose the level of service you require.

Basic 
Trial Support
Premium Trial Support JumpStart Training  Standard Customer Support PriorityONE Customer
Support
Cost of Support Services Free Free $195
Details
Free $195/mo
$495/qtr
$1,495/yr
Details
TeleTools License Mode
 Fully functional software
 Reminder mode license
 10-day license
 30-day license
 Paid license
TeleTools Technical Support
(This is for TeleTools only support.  For support involving integration with 3rd party hardware or software, see the 3rd party section below.)
 Basic tips via email na na
 Advanced tips via email na na
 Access to published sample applications
 Online Help File
 Online FAQ
 Access to project targeted sample code      
 Standard email support 10 days na 30 days na
 PriorityONE email support 30 days
 PriorityONE phone support 30 days or
 3 incidents
 One-on-one training by phone
1 hour
Additional and per incident priority support $150/hour or
$295/incident
$195 for additional
30 days or
 3 incidents
$150/hour or
$295/incident
Included
TeleTools Updates / Upgrades
 Minor updates Free Free Free Free
 Version upgrades 20% disc
 Edition upgrades 20% disc
TeleScope License Mode
 Reminder mode license
 10-day license
 30-day license
 Paid  license (dev. platform only)
 Paid  license (deployment - per CPU) 20% disc
Technical Support for 3rd Party Hardware or Software
(This includes support involving integration of TeleTools with 3rd party hardware or software.)
  when purchased from ExceleTel
    Standard email support 30 days na 30 days na
    PriorityONE email support 30 days
    PriorityONE phone support 30 days or
 3 incidents
    Hourly or per incident priority support $150/hour or
$295/incident
$195 for additional
30 days or
 3 incidents
$150/hour or
$295/incident
    TeleScope deployment license $30 / CPU $30 / CPU
  when purchased from a 3rd party
    Standard email support
    PriorityONE email support
    PriorityONE phone support
    Hourly or per incident support
      (3 hours maximum per incident)
$150/hour or
$295/incident
$125/hour or
$250/incident
$150/hour or $295/incident $125/hour or
$250/incident
    TeleScope deployment license $30 / CPU $30 / CPU $30 / CPU $25 / CPU
Other Benefits
 Notification of promotions / special offers
 Notification of updates & upgrades
 Consulting Services
(on-site available at daily rate plus exp.)
$150 / hr
$1,000 / day
$150 / hr
$1,000 / day
$125 / hr
$950 / day
$150 / hr
$1,000 / day
$125 / hr
$950 / day
Note: Discounts referenced above are not valid in combination with other offers or volume purchase agreements.
 

 
 


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Legal Notices Wednesday June 30, 2010 03:06:44 PM

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