Support & Installation
We help you save your time and efforts by solving the problems as they arise, and to keep your system always updated and with the latest features.
Description
Our support services are meant to guarantee that you will get the most out of WiseMapping. We do this by helping you for example, if you are going to production and want to be sure that you will be have a solution for every problem found, you want to be sure that you system will keep running smoothly, you want help from the experts at any time, you want to keep everything under control or want to know when an update is available and have your application updated.
Our support services include the following:
- Bugfixing of the issues you find when using our software
- Configuration support
- Update support
- Upgrade support
- Remote Diagnosis
Support Service Details
A total amount of 4 people from your company will be available to contact us through any of the following channels:
- E-mail Voice chat
- Video conference call
The following table describes the time that it takes a given issue to be added on our issue tracking system with an estimated solving time. We will then work on it doing our best.
| Issue Severity Level | Response time |
| Minor Issue | 4 working days |
| Major Issue | 2 working days |
| Critical Issue | 1 working days |
The type of issue is explained on the following table:
| Issue Severity Level | Issue Definition | Answer |
| Minor Issue | A trivial action is not working as expected (for example, a table is being displayed on another position on the Safari Browser) | We will guide the client in the time frame specified to achieve his goal without the fix. We will provide the client with the date when the issue is likely to be fixed. |
| Major Issue | A core action is not working as expected but a workaround is available. (for instance, the keyboard shortcut to create a node is not working properly). | We provide a workaround patch to the client or apply it ourselves within the specified time frame. |
| Critical issue | A core action is not working properly and does not have a workaround (for instance, a user cannot edit a map). | We provide a workaround, a bug fix or a solution the client agrees on within the time frame specified |
Pricing
Contact us for more information