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Data Springs, Inc Support Agreement / Provisions
Standard Support
Data Springs strives to deliver excellent support for our products and services. We are always reviewing our support options, response times, and monitoring common questions and including FAQ’S and forum posts to handle these. Often, a quick search within the product forums for key words concerning your question or support issue will render several threads on that issue.
Although we want to help every client with every scenario, there is a distinction between a support issue and an implementation or training issue. We define the differences below:
Support Issues (Included within standard support)
- Module / Web Part installation
- Configuration options not working as designed
- Product features not working properly or as documented within user guide
- General questions, help, advice, or assistance on if our products have specific capabilities
Note: All standard support hours are limited to the first 90 days of purchase
Premium Support (Implementation / Training / Development)
- Assistance in walkthroughs, assistance in specific setup and implementation of modules / web parts, direct training on features
- Implementation of specific product coding add-ons – Examples might include specific SQL queries for Dynamic SQL Events within Dynamic Forms / Dynamic Registration, or specific javascript functions / implementation for features such as Client Side Events within our products. Other examples might include instances where our modules ‘can’ handle specific requirements but require additional staff resources or assistance in implementing them that goes beyond bugs or standard support agreement
- Modifications / Changes to source code – this includes any assistance if you purchased the source code and need to modify it, or if you need to have us modify the source code to meet a specific requirement
- Direct implementation of modules – These include module installations, configurations, and setup based on requirements document of necessary features
- Assistance / direction with our products on a customized version of DotNetNuke® or Microsoft® SharePoint
- General Consulting / Custom Development / DotNetNuke Modules / SharePoint Web Parts
- Standard support beyond 90 days of purchase
- Priority support over standard support
We always suggest posting any queries (regardless of if they are support questions, informative questions, enhancement requests, comments, or implementation how-to’s, to the product forums areas). Although response times are slower within the forums (so you can also email us or open a support ticket at the same time) it is always better to create a thread regarding the question or support issue as this will help the Data Springs community grow and provide assistance for knowledge sharing and free community assistance.
For customers needing customization, support on implementations, and additional development beyond the standard support, we offer the following options:
Premium Hourly Support: We offer all premium support services for an hourly rate of $90.00 per hour with a 6 hour minimum. These hours can be used all at one time or kept on retainer with Data Springs for whenever you will need them.
Premium Monthly Support: We offer 10 premium support hours for a monthly subscription rate of $600.00. This is a savings of $300.00 a month compared to purchasing premium hours without a subscription. Note: Hours do not accumulate if not used in any given month. If more than 10 hours are needed in any given month, additional support is available at a rate of $80.00 per hour,
Premium Quarterly Support: We offer 10 premium support hours for a quarterly rate of $750.00. This is a savings of $150.00 a quarter compared to purchasing premium hours without a subscription. Note: Hours do not accumulate if not used any given quarter. If more than 10 hours are needed in any given month, additional support is available at a rate of $80.00 per hour.
To obtain Premium Support , please click on the support option that's right for you and fill out the form. Thank you.
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