Support Plans

Our customers are located around the world.  For this reason, we’re available at any time of day, no matter where you’re located, whenever issues arise.  Support is accessible by phone, email, or from a web-based interactive session.  Depending on your needs and chosen support level, our expert team of RPG-XML Suite engineers are available twenty-four hours a day, seven days a week, 365 days a year.

All RPG-XML Suite Standard Support Plans include two hours of support per month, billed in .25 hour increments, from 8am – 5pm CST, Monday through Friday.  In addition to standard support, we offer Global High Availability which ensures you are able to reach an RPG-XML Suite engineer at any time of day or night.  A more detailed comparison of support plans is listed in the chart below.

STANDARD SUPPORT VS. GLOBAL ACCESS

Service

Standard Support

Global Access

Two hours per month email/phone/webex based regular business hours support*

x

X

Free Product Updates

x

X

Priority Support Escalation Process for Mission Critical Applications

X

24x7x365 guaranteed support access*

X

Professional Services scheduling priority

X

*Krengel Technology’s regular business hours are Monday – Friday, 8am to 5pm Central time, excluding US holidays listed below:  US holidays include:  Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Day after Thanksgiving, Christmas Day, and New Year’s Day.

All support plan policies cover RPG-XML Suite products that are supported by Krengel Technology Inc. under a purchased support plan.  Any software for which a support plan has not been renewed is not covered by this support plan.  Expired software maintenance may be renewed by purchasing support from the date of expiration.   If support has been expired for more than two years, maintenance may be renewed by purchasing two previous years support plus the current year’s support.

The billable rates below apply to support needed in addition to the monthly support hours that are covered under standard customer maintenance plans:

$150/hr – Between 8am – 5pm CST Monday – Friday
$225/hr – After-hours
$300/hr – On designated Holidays listed above