At Metisc, continuing support for our clients is very important.
Our staff will attempt to reply to your query within one business day if the product was purchased within the last year and included software Assurance; there is current Software Assurance on your product; or a support agreement is in place. For customers requiring a formal support relationship, the following options are available.
Prepaid Block Hours
Available in blocks of 5, 25 (2.5% discount), 50 (5% discount), 100 (7.5% discount) and 200 hour (10% discount).
Managed Services agreements are available that provide differing levels of support and Service Level Agreements/Response time. Contact our Subscription Services Coordinator, Mikhail Bloomfield, on 1300 792 700 or email sales @ metisc.com.au for more information about the support offerings.
- Bronze (9 hour business days, 8 hour response)
- Silver (13 hour business days, 4 hour response)
- Gold (24/7 support, 2 hour response)
Software Assurance is provided with all Metisc product purchases for 12 months from purchase date, except for some Open Source modules/products where the community provides ongoing support. After the first year, to continue to receive updates and support, the subscription to Software Assurance must be purchased to receive ongoing support. In general, Software Assurance is 18% of the current recommended price. Please contact sales @ metisc.com.au if you would like to find out more about Software Assurance.
If you call out of hours, your call will be diverted to one of our on call team members, who will be available to assist. If you do get their voicemail, please leave a short message indicating your contact details and the urgency/impact of the problem and we will return your call.
Metisc support the current version of a product and two previous versions, except where the previous versions are more than 18 months old in which case only the current version is supported.
Products which meet the Certified for Microsoft Dynamics CRM standards have source code in Software Escrow.
Escalation of Support Issues
If there is ever a problem with our products and you are unhappy with the support you receive, or need to speak with someone about the quality of the product you received, please escalate the issue to:
+61 8 9355 5880