Priority Online Support FAQs

Q: What type of scenarios would be ideal for Professional Online Support?

A: This is an online offering, the support scenarios that can be easily described in writing are best suited for this offering.

• The offering is not appropriate for situations that require immediate or phone-based support.
• Customers can expect a turnaround response within 24 hours through Online Support.
• There are currently no option for escalation to a phone callbacks.

Q: What are the limitations of the Professional Online Support service?

• Incidents are submitted online only.
• The offering is not appropriate for situations that require immediate or phone-based support.

Q: Can I ask a question about multiple problems for one fee?

A: No, each question or subordinate issue will be considered a separate incident. An incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into multiple support issues. 

Q: Is there a discount for bulk purchases, such as the discounted 6 pack that exists online today?

A: HiSoftware offers its product support at a level far below other corporations offerings. With this in mind there are no discounts available for volume purchases.

Q: What if my problem is determined to be the result of a problem with a HiSoftware product?

A: If a problem is determined by HiSoftware to be the result of a problem with a HiSoftware product, the customer will not be charged for the support incident related to any problem that HiSoftware deems is a problem with a HiSoftware Product.