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How to Get Support |
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| In many cases, you can find answers to your technical questions online before calling technical support. |
If you have a technical question or issue please send email to support@appeon.com. You should generally receive response within 1 business day. Customers with valid Enterprise Support Plan that require 24*7 support for P1 issues (critical production emergency) should call our global support at +1-877-3APPEON option 2. |
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| Appeon Support Plans |
Appeon provides three levels of support, which are outlined below. If you would like to subscribe to a support plan
or inquire about pricing please contact sales@appeon.com. |
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Standard Support Plan |
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The Standard Support Plan entitles you to the following services: |
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- Email and telephone technical support between the hours of 9AM to 6PM Monday through Friday (HongKong time)
- Remote troubleshooting and debugging
- Onsite assistance (at Appeon’s discretion)
- Software updates including Product Updates, Maintenance Releases, EBFs and hotfixes
- Support provided for up to 3 contacts
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Extended Support Plan |
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The Extended Support Plan entitles you to the following services: |
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- Email and telephone technical support extended from 8AM to 8PM Mon through Friday Hong Kong time
- P1 cases will be handled on 24* 7 basis
- Remote troubleshooting and debugging
- Onsite assistance (at Appeon’s discretion)
- Software updates including Product Updates, Maintenance Releases, EBFs and hotfixes
- Support provided for up to 4 contacts
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Enterprise Support Plan |
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The Enterprise Support Plan entitles you to the following services: |
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- Email and telephone technical support extended from 8AM to 8PM Mon through Friday Hong Kong time
- P1 cases are eligible for 24*7 telephone support and will be handled on 24*7 basis.
- Remote troubleshooting and debugging
- Onsite assistance (at Appeon’s discretion)
- Priority processing for emergency patches and hotfixes.
- Software updates including Product Updates, Maintenance Releases, EBFs and hotfixes
- Support provided for up to 5 contacts
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