ONLINE / REMOTE SUPPORT

The Protocol Technical Support is a team of very professional and expert technicians who are fully qualified to supply you with the best solutions to your problems. The highly professional Support Team and the Research & Development department work side-by-side to guarantee the user complete certainty of the solutions provided for problems they are experiencing.How the Technical Support Service works: In order to get the best out of this service, Protocol strongly recommends that you use the services provided on their website before contacting the Technical Support team. If, however, you do not find the solution to your problem among the FAQ’s, advice, tips and examples and wish to contact our Technical Support team directly, please read the information below on how this service is regulated by Protocol.Open “Case” Each technical support request is traced and recorded in the Technical Support Database.Each single problem is given a Case ID number. This ID number will remain assigned to the case until the problem is resolved

Assigned “Priorities” When opening a technical support case, you must specify its urgency by designating a priority level. This priority level will then be assessed and confirmed by the Protocol technical support team accordingly.

Priority Situation Reply Time
High Priority This system is down and the problem cannot be worked around, the activity or/and production is at a complete standstill. Immediate reply within 4 hours.
Medium Priority The system’s malfunction is not critical or system is not working correctly. Problem can be worked around or an alternative solution can be found. The production or activity is not at a stand still and/or at risk. Reply within 16 hours
Low Priority The system has minor problems that do not
influence its overall functioning or these problems are related to secondary functions.		 Reply within 3 days.
Info Request Requests for improvements, documentation
errors, functions do not work according to that described in documentation, generic questions.		 Reply within 5 days.

Closed “Case” Cases will remain open until resolved. The client will be informed by e-mail when case is closed.Online Support All our customers get FREE e-mail and telephonic support for the first year after which existing or even new customers can pay a nominal fee to avail the above online services. All online service/support requests made by our customers is charged per issue until it is solved. If the problem is not solved in 7 days the customer is not billed. In order to avail special benefits on our online services, please see our Annual Maintenance Contract (A.M.C.)

ON-SITE SUPPORT

Prompt on-site support and service is one of the benefits of interacting with us. Support schedules and charges are planned on a daily basis and all travel, lodging and boarding charges are included in our rates.