An annual subscription license for use of Questionmark OnDemand includes one of the following software support plans:
| | Basic support subscription | Enterprise support subscription |
All version upgrades (major and minor) included | | |
Access to Knowledge Base articles | | |
Access to online product manuals | | |
Access to product best practice guides | | |
Access to community forums and blogs | | |
Access to support RSS feeds | | |
Email support for up to 3 individuals | | |
Phone support for up to 3 individuals | | |
Chat support for up to 3 individuals | | |
Detailed customer/system profile on file | | |
Response time per service level agreement | | |
24x7 support option available | | |
Regular issue updates per service level agreement | | |
Can schedule time with a technical service engineer | | |
Optional 24x7 support for OnDemand enterprise plan customersThe services above are available during normal business hours. Optional evening, night, and weekend support services are available to enterprise subscribers: - 24x7 support (24 hours per day, 7 days per week)
Optional 24x7 support for OnDemand enterprise plan customers |
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| Included or optional? | Contact method | Level of support | Who |
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Daytime support (9:00am - 6:00pm local time) | Included in support plan | Phone
Email
Chat | Full first and second line support | 3 named users | Twilight support (6:00pm - 10:00pm local time) | Optional (available with
24x7 support) | Chat | First line support, guidance on resolving common issues | 3 named users | Night support (10:00pm - 9:00am local time) | Optional (available with
24x7 support) | Phone
Email | First line support, guidance on resolving common issues | 3 named users | | Weekend support | Optional (available with 24x7 support) | Phone
Email | First line support, guidance on resolving common issues | 3 named users |
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