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StoreGrid Premium Support Plans

We deliver enhanced fanatical support

At Vembu, in addition to our standard support we offer multiple levels of premium support plans with service levels to meet a wide range of needs.

We offer four types of support plans to meet your specific IT needs and business goals. Premium support plans are for a one-year period. You can adjust your support levels as your business grows and evolves.

STANDARD BRONZE SILVER GOLD PLATINUM
Email Support
Forum Support
Chat Support
Phone Support
Response Time Within 1-2 Business days Within 24 hrs Within 12 hrs Within 6 hrs Within 2 hrs
Max. ticket count per month 5 3 3 3 5
Eligibility All All All All Only for elite partners
Availability 24x7 24x7 24x7 24x7 24x7
Monthly Recurring Pricing Free $100
Buy Now		 $200
Buy Now		 $300
Buy Now		 $1000
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Yearly Pricing Free $1000
Buy Now		 $2000
Buy Now		 $3000
Buy Now		 $10000
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Remote session:

Depending upon the technical expertise required for troubleshooting an issue through remote session, it has to be scheduled at a mutually convenient time. Remote sessions will not be charged if an issue reported is because of a bug in StoreGrid. Vembu has the sole discretion to determine if the issue was cause by a bug in StoreGrid or not.

$200 for up to 5 hours. And $50 per hour thereafter

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Per Incident Premium Support:

Standard Support Users can also purchase ad hoc 'per incident' premium support as and when this is required. Per incident support (for email, IM & Call Me Back service) is priced at US$ 50 per incident. The response time will be (within) 6 hours. Ad hoc 'per incident' support is only available on weekdays (US EST hours) and is not available on weekends.

$50 per incident

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Note:

  1. We try very hard to respond to every support case within a few hours, and resolve within the same day.

  2. Given the variations in support volume and available agents bandwidth, we have set in place the maximum support ticket count per month for each plan in order to adhere to the respective premium support plan SLA.

  3. All requests for premium support should be posted through the web based form available for this purpose. This form URL will be communicated to you after your purchase of the premium support plan.

  4. Instant messenger support is offered.

  5. The response time guaranteed only applies for the initial response where best effort will be made to provide the solution to the issue. There is no guarantee that the issue reported would be resolved within the response time specified.

  6. Standard US Federal Holidays will apply.