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VP-ASP New User

186 Posts

Posted - April 16 2007 :  18:29:24  Show Profile  Visit stone5150's Homepage  Reply with Quote
When usiung help desk system, why do I get charged support points when I don't get any actual help?


4263 Posts

Posted - April 16 2007 :  18:48:53  Show Profile  Visit support's Homepage  Reply with Quote

We generally charge between 5 and 30 points for a standard support ticket. For simple questions where we are able to assist immediately you will be deducted 5 support points. For more in depth questions where we are required to FTP into your site to view code, and often try to debug where amongst additional custom code the problem lies, we will charge a higher points amount.

Points are generally deducted at a value of 1 point per minute spent on your enquiry. In most cases we do not actually adhere to this and in fact spend far longer on many enquiries than we actually charge points for.

Many support issues we deal with would be considered consultancy by other software firms since they deal with customization of the code base. Most of these other companies will charge a premium rate when providing consultancy. We do attempt to assist first through our standard support points structure, but may in some cases need to refer you to our development team.

Points are not incurred on legitimate bug reports. If an error you report can also be reproduced locally on our testing machines, then this is deemed a software bug, and you will not be charged any points for that question. Similarly, in some instances where we may ask you to try a few different things to test your site, we would only charge a nominal amount of points.

If you wish to dispute any of the points you are deducted with you can do so through your helpdesk ticket and our senior staff will review your ticket and consider refunding points depending on the circumstances.

I hope this clears up some of the questions customers occasionally have regarding our points system.

Thank you.

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