Currently Premium Support is only available for customers of standalone SQL Monitor but we plan to include more products soon.
In addition to all minor and major releases, customers who choose a Premium Support package will receive priority response to issues and have better access to the people who can help. As part of your package you will have a dedicated support phone number as well as an email address to reach us on.
If you've run into a problem, such as upgrading to a new version or are encountering difficulties using the product, you will be looked after by a member of our technical team. We will respond to your request within 2 hours between 0900-0100 (GMT/BST), Monday to Friday.
We also offer a first-line support service, 24 hours a day, 5 days a week (Monday-Friday), excluding Christmas Day, New Year's Day, and similar holidays.
Our first-line team will aim to answer your questions about serial keys, licensing, or installers within 2 hours. If the first-line team is unable to help, the technical team will pick up your query and respond within 2 hours of receipt during business hours mentioned above.
Although we will make every effort to meet our published SLAs, unforeseen circumstances, such as system failures, may occasionally prevent it. In the event of this happening, rest assured that we’ll be doing what we can to get back up and running to help you as soon as we can.
In addition to priority response outlined above, you will have the option to participate in our Product Advisory Council. This will give you the opportunity to talk to our developers to tell them what you’d like to see next in the product. These opportunities will be run virtually, twice per year, and you’ll be sent an invitation via email. We can’t guarantee we’ll do everything everyone asks but we will listen and feed ideas into consideration for future versions of the product.