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Paragon Per-Incident Support Service provides:
The Per-Incident Support program provides incident-based web support and is recommended for Professional and Server editions of our products. However, users of Personal editions can also buy Per-Incident Support if they need our emergency assistance. Per-Incident Support is designed to meet ad-hoc and occasional support needs.
Extended Hours of Operation – our Support engineers are available for you from 8.00 to 22.00 CET Monday through Friday.
Per-Incident Support service is valid within 1 Year from the date of purchase.
A dedicated support engineer will be responsible for direct assistance and guidance through all support related communication via website/e-mail and phone conversations.
You can use your Per-Incident Support service within one year from the date of purchase. A Per-Incident Support ticket is a single support issue that cannot be broken down into separate issues. If a problem contains multiple issues, each will be charged as a new, separate Per-Incident Support incident. You can use your Per-Incident Support purchase for any Paragon product which is available to customers and the latest version of those products. It is the customer’s responsibility to make sure that they have the latest build of the product for which the issue relates. If the support incident was addressed in a later build of the software, the customer will still be charged for the support incident. If the incident turns out to be a defect in our software and a support engineer is unable to find an acceptable solution, the customer will not be charged for the support incident.
Technical Resources and Additional Tools
In addition to free access to Paragon’s Knowledge Base, Documentation and Community Forums, you’ll also receive access to other technical resources and additional tools which provide you following advantages:
We provide you extended availability to Support engineers, to help you in critical situations which may arise during the installation or use of our software.