Response Times
Standard Support has a two business-hour maximum response time (8:00a
to 4:30p Mountain Time). Emergency Support has only a 30-minute maximum
response time and is available 24 x 7 x 365; however it uses your support
time at twice the regular rate.
Any calls not returned in the guaranteed timeframe are billed at half-rate.
No other warranty or remedy is offered.
After-Hours Support
Please be aware that after-hours support is subject to mandatory Emergency
Support rates that can not be waived for any reason.
Free Support
If you are using the complimentary block of phone support that came with
your product or subscription purchase, that time will be used to help offset
incurred phone support fees.
Prepaid Support
Standard Support can be prepaid in one-hour blocks for $79 each if you
have a subscription in place.
Pay-As-You-Go Support
Pay as you go support is $25 per call plus $2/minute for Standard Support
and $4/minute for Emergency Support, charged to your Visa, MasterCard or
American Express at the time of the call.
RapidLog Network Installation Assistance: $149
All network installations requiring technical assistance are a non-refundable
$149 fee. Additional fees apply if installation takes over two hours.
Web Seminars
Web Seminars are small classes that you can attend using a high-speed
internet connection and a telephone. Fees are $49/attendee per seminar if
you have a subscription, and $69/each otherwise. Long distance charges apply
and are not included in the seminar price.
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