Premium Support

Premium Support is an upgrade service over the basic support that we offer for free with all our products. It gives you a faster response time and it guarantees that your inquires are moved up in our support queue. Premium Support is offered as a yearly subscription and can be used independently for any of the products you own.

Pricing

Subscribing to our Premium Support program costs only US$ 699 for the first year and $ 499 to renew. This yearly subscription includes 10 Support Tickets, but you always have the option to purchase additional ones. If you wish to obtain Premium Support on one issue without a subscription, you can purchase a Single Emergency Support Ticket.

Order here:

• Yearly Subscription (includes 10 Support Tickets) - US$ 699
• Single Emergency Support Ticket - US$ 199

Renewal and additional tickets:

The following items can only be purchased if you are currently a Premium Support subscriber.

• Yearly Subscription Renewal (includes 10 Support Tickets) - US$ 499
• Single Support Ticket - US$ 69
• Package of 5 additional Support Tickets - US$ 299
• Package of 10 additional Support Tickets - US$ 599
• Package of 30 additional Support Tickets - US$ 1,299

Note: Support Tickets do not expire as long as you keep your subscription current. If you have unused ones at the end of your subscription year, they will be automatically rolled over to the following year when you renew.

Procedure

Once you've subscribed to the Premium Support program, or purchased a Single Emergency Support Ticket, the procedure to report an issue is as follows:

1. You send us an email with your support questions using your registered email address. Please note that we cannot process Premium Support requests unless they come directly from the email address registered with your account.
2. We review your email and send you confirmation of receipt and the ticket number (or provisional ticket numbers) within 6 business hours or less. If your questions pertain to more than one topic, we will open two or more provisional tickets and ask you to approve them. Provisional tickets require your acceptance before we can begin the work and they will be cancelled if you decline them. For tracking purposes, all subsequent emails relating to a ticket must contain the ticket number in the subject.
3. We work on your issues with the utmost priority. At this point the time it takes to provide a solution depends greatly on the problem you are presenting, therefore we cannot make estimates, but we can assure you that your issues always take priority over regular support ones.

Please note that because our support team is physically located in Europe, our business hours span approximately between 9:00 and 21:00 Central European Time (CET). If you are uncertain what the time difference is between CET and your location, please click here.

Also, keep in mind that if you have more than one ticket open at any given time, different people might be working on them, so we ask you to keep communication for each ticket separate and to be prompt with your replies.

In general, all the rules outlined in our basic support service still apply, but additional information or changes regarding Priority Support might be sent to you once you sign up.

Note: Once a Support Ticket is opened it will be subtracted from your available tickets, regardless of what the reported problem is. The Premium Support fee you pay covers the expense of our support team being ready to promptly address your issues.

Priority Call Back Support

With Priority Call Back Support you can opt to have one of our developers telephone you directly. This service costs US$ 199 per hour, with a minimum of one hour charge. Please follow the procedure described above and simply add 'Priority Call Back Support' to the title of your email. Don't forget to include your international telephone number and your business hours.

At present, we can only offer telephone support in one of the following languages: English (preferred), German, Dutch, Ukrainian and Russian.

Note: Priority Call Back Support is only available to those customers who are currently subscribers of the Premium Support program.

Should you have any additional questions regarding our Premium Support program, please email us at support@remobjects.com.