FarPoint - Support Plans

Support Options

The industry's best support team backs your purchase by helping you with any questions you may have via email using our new web support site and by phone, allowing you to speak directly with our support team. View the different options below to see which support plan will be best for your organization.

Our new support offerings will allow us to increase our level of personalized technical support services and still offer a very comprehensive free online support system where you can request support, view previous support requests, download updates, search the Knowledge Base, as well as many additional features. The new support options are outlined below. If you have any questions or comments, please do not hesitate to contact us.

Support Type	Trial Support	Standard Support	Per-Incident Support	Priority Support
Online support via enhanced web support site to submit, view and update issues
Access to code samples and demos
email support
Access to White Papers
Access to online Knowledge Base
View fixed problems in new releases	-
Register products on-line	-
Product updates downloadable from Web site	-
Telephone support	-	(30 days from first call)	(duration of incident)	(unlimited for contract period)
First opportunity to participate in beta programs	-	-	-
Priority response to web support requests	-	-	-

Trial Support

Trial support is available to anyone who downloads a product trial version for a period of 30 days.You can have your questions answered by searching our knowledge base, reading the white papers and using the included code samples. You can also contact our technical support team via email or by using the web support site to have a support request answered by our support team. Please refer to the chart above for full details on trial support.

Standard Support

Standard support is available at no additional cost to all registered users of our products. You will have 30 days of free phone support beginning with your first phone call to our support team You have unlimited use of the web support where you can submit, view and update any support issues. Product updates are also available for immediate download at any time. Please refer to the chart above for full details on standard support.

Per-Incident Support

Incident support is available to registered users whose 30 day free phone support has expired for a particular product and wish to speak directly with a support technician. The cost is $75 per incident (quantity discount packs are also available) and must be purchased from FarPoint before calling our support team.

Note: There will not be a charge if the incident reported is due to a verifiable bug in FarPoint's software.

Priority Support

Priority support is available to any registered user who purchases this plan for a particular product. This plan is valid for one year from the date of purchase. Please refer to the chart above for full details on Priority support.

Unlimited phone calls for a period of one year from the date of contract purchase for the specified product
Priority web support. When submitting a request for the specified product using the support web site your message is marked as priority and automatically moved ahead of all other non-priority requests
Automatic email notification when a new maintenance release is posted for the specified product
You will be one of the first to be notified when a product beta becomes available for the specified product

Pricing
NOTE: Prices are per individual product. Please contact us if you will be purchasing multiple Priority/Premium support contracts to inquire about quantity discounts.

Trial Support	No Charge
Standard Support	No Charge for registered users
Per-Incident Support - Single Incident	$75.00
Per-Incident Support - 5 Incidents	$300.00
Priority Support (COM products)	$129.00
Priority Support (.NET products)	$199.00

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