Support Center: Support Options and Service Level Contracts
HiSoftware provides customers with support contracts access to our online customer portal, HiVE, which features a variety of resources.
Support Contracts may be purchased
along with the HiSoftware Solution that you are licensing. Support Incidents may
be purchased individually, in support Packs or through Support Contact agreements.
Additional Service Level Contracts are available. Please ask your HiSoftware Sales Representative for Pricing.
Standard Support - included with all licenses
Telephone Technical support or Online Support for installation issues is available
from 8:00am–5:00pm EST.
Priority Online Support
This is an online offering. Support scenarios that can be easily described in
writing are best suited for this offering.
Support Incidents
A Support Incident is a specific technical issue which our support
team assists you in resolving. The incident must be "defined" in order
to qualify for this program. Please ask your HiSoftware Sales Representative for
Pricing.
- Incidents are submitted online only.
- The offering is not appropriate for situations that require immediate or phone-based
support.