Standard Solution Support
Covers DNP Express and DNP Standard editions.
- Per incident support - $20 per incident (Standard support ticket)
- Custom job - $50 per hour
Enterprise Solution Support
Covers DNP Enterprise edition and Enterprise Modules (Exchange, SharePoint and Dynamics CRM).
- Per incident support - $100 per incident (Premium support ticket)
- Custom job - $50 per hour
- Monthly support - calculated in Enterprise Solution quote and depends on the environment complexity
Incident
Incident (or support ticket) is an unexpected support case that requires our support engineers accessing customer servers. Some incidents may require significant working time to resolve. Such tasks may consume more than one support ticket or be classified as "custom job" (see below). Before performing such tasks DNP provides estimates and confirms them with customer.
Support tickets submitted during DNP business hours (Monday - Friday 9:00 AM - 11:00 PM GMT +2) receive initial responses within 4 hours.
Unused support tickets are not refunded.
Custom Job
Custom job is a scheduled/planned activity on deploying/configuring any software components in customer environment. For example, installing Service Pack for Exchange 2007 Server or update DNP components are custom jobs.
Monthly Enterprise solution support covers incidents only but not custom jobs. All custom jobs have to be estimated and paid separately.
Free Support
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