Our support engineers are available Monday to Friday, 9 a.m. - 6 p.m. CET.
We guarantee a response time of one business day.
Each Per-Incident Support Ticket is valid for one year from the date of purchase and cannot be broken down into separate issues. If a problem contains multiple issues, each will be charged as a new, separate Per-Incident Support Ticket.
An "Incident" is defined as a single, discrete technical problem for which one of our Support Engineers will be connecting remotely to your servers for resolution.
One Ticket costs 500 chf, three Tickets cost 1.350 chf, five Tickets cost 2.000 chf.
Upon purchasing a Per-Incident Support Ticket, you will receive an order confirmation with the Incident Codes (required for the support delivery). Please install GotoMeeting conference tool and grant root SSH access to the involved servers in order to facilitate support delivery.
If the incident was addressed in a later build of the software, the customer will still be charged for the support.
If the incident turns out to be a defect in our software and the support engineer is unable to find a solution, the customer will not be charged and will receive a new Incident Code.
Incident Support does NOT include configuration of Asterisk PBX or other non-Loway systems and the writing of custom software, patches or extension of Loway systems.