Support Plans
Expert-in-tech offers two support levels: Standard and Premium
The initial process in both levels is the same:
The initial process in both levels is the same:
- You start by using our web interface to describe the problem you need to solve.
- Your Support Case is assigned an id number that allows you to track all updates made during the diagnosis and solution process.
- You can follow and update your Support Case through the web interface or through email.
- What happens after a Support Case is created depends upon the chosen support level (see the comparison table for details).
Support Level Details
Standard Support:
- An expert will be assigned to your Support Case and will contact you with a solution proposal or requesting further information.
- Both solutions and information requests are provided as step-by-step detailed instructions.
- This information exchange continues until a satisfactory solution is found.
- Our experts can ask you to send configuration files, log files and other information related to the application in order to provide a valid diagnosis.
- All information sent during the diagnosis process will be kept secret and will be deleted upon request after the Support Case is closed.
- Standard Support covers optimization and fixing of application configuration but not source code fixes.
Premium Support:
With Premium Support you have all the features of Standard Suport plus:
With Premium Support you have all the features of Standard Suport plus:
- Our experts can anayze source code in any of the supported languages and suggest fixes.
- The source code analyzed can belong to your application or to third-party libraries and frameworks.
- The diagnosis and execution of solution actions can be done directly by our experts through hands on remote technical support:
- Our experts will (with your permission) remotely access your systems through the ssh protocol or through the LogmeIn Rescue service.
- All actions executed by our experts in your systems will be recorded in a video screen capture that will be uploaded as an attachment to the Support Case so you can visualize the changes made.
- With Premium Support you have a faster response time and higher priority for your Support Case.
Sample Support Case
The image on the right shows a Support Case created in order to solve a recurring problem with a production application.
In this example the user created Support Case 1267 describing a problem with a web application running under Apache Tomcat.
After the Support Case is activated one of our experts starts the diagnosis procedure by requesting more information from the user.
The web interface shows Support Case updates in reverse chronological order (most recent updated first).
Click on the image to see a larger version.
In this example the user created Support Case 1267 describing a problem with a web application running under Apache Tomcat.
After the Support Case is activated one of our experts starts the diagnosis procedure by requesting more information from the user.
The web interface shows Support Case updates in reverse chronological order (most recent updated first).
Click on the image to see a larger version.
