We will agree on the definition of the problem with you when you raise the support incident. The incident will be closed after our support engineer has delivered one or more suggested solutions to you which resolve the issue. If you are not happy with the resolution you can notify us. It is at Automsoft’s […]
FAQ Category: Pay As You Go Support
FAQs relating to the PAYG Support package
Am I guaranteed a solution ?
Although our support engineers will make best efforts to resolve your issue, we cannot guarantee to resolve all issues. If the support engineer is unable to deliver a solution, you’ll be notified and the case will be closed as unresolved. It is at Automsoft’s discretion whether to refund the PAYG Support Ticket fee. […]
What’s PAYG Support ?
If you do not have a RAPID Service Level Agreement with us, but have an issue with your RAPID Software, technical support is available on a single incident basis. We help you to troubleshoot a specific problem, error message or functionality that isn’t working as expected. […]
What’s an “Incident” ?
An incident is a single support issue and the reasonable efforts needed to resolve it. A single support issue is a problem that can't be broken down into secondary problems. If it can be broken down into secondary problems, each secondary problem shall be considered a separate incident. An incident may require multiple contacts and […]
How do I know if my product is still in lifecycle and eligible for support ?
We currently support all versions of RAPID from 4.0 onwards. […]
What do I do once I have purchased a PAYG Support Ticket ?
Simply email the details of your issue to Automsoft Support who will be ready to help. You can also contact Automsoft Support through our website here. […]
How do I purchase a PAYG Support Ticket ?
You can purchase a Pay As You Go Support Ticket through our website by clicking here or by selecting PAYG Support in our Shop […]
What’s the expected response time?
PAYG Support is available in normal Irish Standard Time business hours, Monday to Friday (9.00 – 5.30 pm), excluding Public Holidays. Response times are measured from the time you create the PAYG Support Ticket by emailing [email protected] or contacting Automsoft Support through the Automsoft website here. Priority Level Description Initial Response Time Completion Deadline […]
Is there anything that Pay As You Go Support doesn’t cover ?
– Onsite support – Root cause analysis – Writing or review of custom code – Support for RAPID Software versions out of the support lifecycle – Repairs necessitated by the following RAPID Software violations: Unauthorised relocation, unauthorised movement, improper operation, neglect or misuse of your RAPID Software or equipment on which the Software is installed […]
What if I have billing questions about my credit card purchase ?
Please contact [email protected] for your credit card billing questions. […]
