Technical Support

Our goal is to provide superior technical support to all of our customers. Over the past year we have made a concentrated effort to improve our technical support system and from your responses, we have been successful. In 2002 as we expand our product lines and provide greater functionality in our software, we are also striving to provide the best technical support possible. To achieve this, we will be making some key changes to our technical support policies and procedures. Below is an outline of our new policies:

LEVEL ONE TECHNICAL SUPPORT

Price: FREE

We provide a standard level of technical support for free via email. We make every effort to answer your requests in a timely manner. Level One Technical Support includes the following:

• Downloadable free minor version updates obtainable from our website.
• 24/7 access to the Nevrona Designs Support pages on our website, such as the Rave Tips and Tricks page and the MiraMail F.A.Q.
• Unlimited email support covering product installation, licensing. and other Nevrona Designs product related issues.
• Free phone support for installations of any new purchases of Nevrona Designs software (good for 30 days after date of purchase).

IMPORTANT TIP - Always start your technical support search with the Nevrona Designs Support pages. Chances are you will find the answer to your question there.

To obtain Level One Technical Support, please send an email with your issue to support@nevrona.com.

LEVEL TWO TECHNICAL SUPPORT

Price: Free (Tip & Trick) or $35 for the first 15 minutes/$3 per minute thereafter

Technical support can also be purchased on a per issue basis. Level Two Technical Support offers some of the same benefits as our Level Three Technical Support but for a single support issue. To purchase a Level Two Technical Support contract for a single support incident, please contact support sales at 480-491-5492. After purchasing Level Two Technical Support, you will be given a unique L2 ID code to be used in identifying the level of your support.

Parameters of a Support Issue:

1. Free Support (Tip & Trick): If the solution to the problem is of a generic nature that could benefit others, the user may choose to have the support fee waived in exchange for the user's creation of an approved "Tip & Trick" that would be posted on the Nevrona Designs web site for other users. The "Tip & Trick" must be submitted within 10 business days of the conclusion of the support incident or normal charges will occur. If you are interested in this method of technical support, please let the support staff know before the conclusion of the support incident.
2. Both the customer and a support technician must agree about the issue and an acceptable solution prior to customer receiving support for the incident. Level Two and Level Three Technical Support is only available to customers of currently available products and the latest version of those products.
3. The latest builds of all of our products can be found through our Customer Support Team at support@nevrona.com. It is the responsibility of the customer to make sure that they have the latest build of the product for which the issue pertains. If the support issue was addressed in a later build of the software, the customer will still be charged for the support issue.
4. Resolution of an issue may take time and may require multiple phone calls or email messages. The customer will be charged for one initial issue charge ($35) regardless of the number of emails or phone calls required to solve the issue. All subsequent phone time will be charged at $3 per minute regardless of the number of calls.
5. Should the issue turn out to be a defect in our software or a support technician is unable to find an acceptable solution, Nevrona Designs will not charge the customer for the support issue.
6. Please note that all technical support emails are prioritized, with those who have purchased the Level Two or above support contracts at the top of the queue.

LEVEL THREE TECHNICAL SUPPORT

Price: Call for quote

Level Three Technical Support provides optimum technical support via email and phone for the customer on an annual contract. All Level Three emails and calls are given priority over any Level One or Level Two support questions. Responses to Level Three Technical Support inquiries are guaranteed within one business day. Level Three Technical Support provides:

• Unlimited priority telephone and email technical support covering debugging; programming, protocol, and environment issues; and general use of the products.
• Downloadable free minor version updates obtainable from our website.
• Limited source code analysis related to the components.
• Access to all of the benefits included with Level One and Level Two Technical Support.

Level Three Technical Support contracts are valid for one full year from the purchased date for a single company/single contact per contract.

To purchase Level Three Technical Support, please contact support sales at 480-491-5492. You will receive a L3 ID code to be used in identifying the level of your support and allowing your support requests to be tracked for faster response times. You can send us a direct email identifying your L3 ID in the subject to our priority support mailbox or give us a telephone call.

Nevrona Designs Level Two and Level Three Technical Support is available via Email or telephone from 9 am to 5 pm MST, Monday through Friday, except holidays.