StoreGrid Premium Support Plans ^{(what is this?)}

Home Support  StoreGrid Premium Support Plans

	Standard Support (No purchase required)	Bronze Support Plan 1	Silver Support Plan 1	Gold Support Plan 1
Email Support
Forum Support
StoreGrid Knowledge Base
Instant Messenger Support 2
Phone Support (Call Me Back service)
Response Time 3	Guaranteed - 1 business day response time	Guaranteed - 12 business hours response time	Guaranteed - 6 hours response time	Guaranteed - 2 hours response time
Support Hours	24 x 5 (Monday to Friday) 4	24 x 5 (Monday to Friday) 4	24 x 7	24 x 7
Cost/month	Free! (covered by your License purchase – at no extra cost)	$ 50 / MONTH	$ 100 / MONTH	$ 200 / MONTH
Remote Sessions NOTE: Please refer (5) below	$250 for up to 5 hours. And $50 per hour thereafter	$50 per hour (can be purchased as required)	$40 per hour (can be purchased as required)	$30 per hour (can be purchased as required)
Per Incident Support 6 (please see notes below)	$50 per incident	Not Applicable	Not Applicable	Not Applicable
Monthly Recurring Billing Plan You will need a valid credit card to purchase this plan. Your card will automatically be charged every month	Not Applicable	$50 per month	$100 per month	$200 per month
Annual Billing Plan with Discounts Pay upfront for 10 months and get 2 months of support for FREE! Various payment options supported.	Not Applicable	$500 per year	$1000 per year	$2000 per year

Vembu StoreGrid Premium Support

1. 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.

2. Instant messenger support is offered using Yahoo, MSN or through Skype chat.

3. 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.

4. Standard US Federal Holidays will apply.

5. Remote Sessions: 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.

6. 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.