When contacting our support team you must have a purchased support incident. A support incident gives you the ability to log a problem or ask a question. A support incident is deducted every time you contact Binary Tree support (with the exception of incidents pertaining to bugs within the software).
To purchase support incidents you may contact our sales department or log on to our website at www.shopbinarytree.com. Prices for support incidents are noted below:
Price per Incident by Support Tier Level:
| Incidents |
Tier 1 |
Tier 2 |
Tier 3 |
Tier 4 |
|
1 |
$ 250 |
$ 300 |
$ 350 |
Binary Tree offers after hours and weekend support. All pricing and availability needs to be arranged with the Binary Tree sales department (sales@binarytree.com).
|
|
5 |
$ 1250 |
$ 1500 |
$ 1750 |
|
10 |
$ 2500 |
$ 3000 |
$ 3500 |
* Binary Tree support incidents expire after one calendar year
Binary Tree support specifications for all customers are as follows:
- It is recommended that all customers utilize the help documentation (within the product) and support knowledge database on the Binary Tree website before contacting support.
- It may be necessary for customers to provide Binary Tree with test data for software problem recreation purposes. If needed, a Non-Disclosure Agreement (NDA) can be signed between both organizations.
- If all support incidents have been utilized and the customer does not choose to purchase more support incidents, then they forfeit the right to receive any new software releases.
On-site Support
Should you require a higher level of support, Binary Tree offers on-site assistance. Once Binary Tree support determines the problem will require an on-site technical visit, a resource will be scheduled based on availability and impact level. Costs associated with on-site services are billed on an hourly basis according to the Binary Tree sales department (sales@binarytree.com).
Software Maintenance
Binary Tree charges yearly software maintenance which is 20% of the total software cost.