A Connect4 Gnosis subscription is bundled with different support options depending on the subscribed edition.
Standard Gnosis subscriptions are
bundled with a predefined number of support incidents included
each month. This is
how we provide such low cost subscription
packages - you only pay for what you use. Additional
support options are always available as an add-on to your
standard Gnosis subscription agreement. For details, see the
support options table below.
If the support limit for any given
month is reached, additional support incidents will be
billed to the credit card on file for your Gnosis
subscription as provided for in your Gnosis subscription agreement.
Support charges listed here are billed in US dollars.
STANDARD Support INCLUDED
Connect4 provides unlimited support to a primary nominated contact for the first 30 days
for Bronze subscriptions; and 60 days for Silver, Gold
and Platinum subscriptions. Thereafter, ongoing support is provided as defined in your selected package level
and as shown below:
| Web/Email support (3-6 hour average response
time, 8 business hour maximum response time) |
Pay per use |
Pay per
use |
Pay per
use |
4 / month
included |
| Telephone support (1-4 hour average response
time, 8 business hour maximum response time) |
Pay per
use |
Pay per
use |
Pay per
use |
2 /
month
included |
| Additional web/email support incidents |
$29/incident |
| Additional telephone support incidents |
$68/incident |
Optional Add-on Support Packages |
Support options listed below are available as an optional add-on for your subscription.
|
| Five (5) additional Email Support
incident pack - valid for 1 year from date of
purchase. |
$116 - ($23.20 per incident) |
| Five (5) additional Phone Support
incident pack - valid for 1 year from date of
purchase. |
$293
- ($58.60 per incident) |
Support Request Approval Control
Administrators for a Gnosis account may respond to and/or pre-approve support requests submitted by their users. This effectively allows organizations to use the Connect4 ticket tracking system to track and manage their internal support requests for
Gnosis activity and to on-forward/approve requests to be handled by Connect4 support. Please log a support ticket to request this service. There is no charge for setting up this service.
Support Policy
A support incident is defined as a single support issue with a
Gnosis subscription and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate parts.
It is possible for one incident to span multiple communications, it is also possible for phone or electronic communication to include multiple incidents.
A support Incident is not Custom
development or consulting or a problem directly caused by a software bug, documentation error, or unsupported feature. If the source of an incident is determined by Connect4 to be a bug or documentation error, the support call will not be considered to be an incident
and you will not be charged. If you require custom
development or consulting, Connect4 or one of its partners will be happy to provide an estimate.
Note that an incident is considered closed
once a resolution was provided via phone call or sent via electronic mail. The incident
will be automatically reopened when further input is
received by the customer indicating that it has not been resolved.
Once an incident is accepted by Connect4 Support, resolution of the incident shall be defined by any one of the following:
- The incident results in a reasonable solution.
- The incident results in a reasonable workaround.
- Connect4 has determined the incident is related to an unsupported feature or function.
- Connect4 determines the incident is an enhancement request.
Bug reports are taken very seriously and are escalated to development as soon as they are reproduced in-house. If the culprit is determined to be a bug, you will be told which version or hot fix it will be rectified in.