Single Incident Support
Get phone technical support for you business during CHAX Software, Inc. business hours (8am-5pm PST Monday-Friday)
Professional Support incidents will be supported until the single incident is resolved and will require your company resources be available to work on the incident potentially until it is resolved.
What defines an ‘incident’?
An incident is defined as a single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. An incident may require multiple contacts and off-line research to achieve final resolution. The time spent in delivering these solutions is independent to the amount you will be charged.
Am I guaranteed a solution?
While our support professionals will make best efforts to resolve your issue, CHAX Software, Inc. cannot guarantee to resolve all issues due to the diversity of our customers’ computer configurations.
What is considered an acceptable solution to the problem?
The Support Agent will agree to close the incident after the support agent has delivered one or more suggested solutions to you. If the support agent is unable to deliver a solution, you will be notified and the case will be closed as unresolved.
Is there anything that Single Incident Support does not cover?
Out of scope issues not related to CHAX / MultiCHAX software products
Root cause analysis
Writing or review of custom code
When do support incidents expire?
Incidents must be used within one year of purchase.