Casual Support Policy
Clients on a Software Assurance contract are entitled to support as detailed in the Software Assurance agreement. Please contact sales@patriotsystems.com for a copy of this agreement.
Software Assurance is free for the first 3 months from the issue of your registration code. Thereafter, an optional Patriot 24/7 Support Contract is available. As well as 24/7 emergency support, the contract provides free non-urgent support during Patriot business hours. It also provides Software Assurance with all Patriot updates and upgrades being available free of charge during the support period.
Your current support status is shown on your registration details page.
Clients who don't have a current Software Assurance contract and require support will need to purchase Casual support.
Software Assurance only applies to the latest 3 versions of Patriot, if you are on Software Assurance and your Patriot version has become deprecated, it is heavily advised that you upgrade to the latest supported version. Support for deprecated versions of Patriot will be charged at Casual support rates.
If you require Casual support and you're using a deprecated version of Patriot it is advised that you upgrade to a supported version of Patriot first. Casual support for deprecated versions of Patriot will be charged at Urgent support rates.
Conditions and pricing for Casual support and Urgent support are outlined below.
Casual Support Conditions
The customer must agree to pay casual support charges and supply credit card details to Patriot before the support incident is queued for attention.
Casual support is provided on a non-urgent basis and only during normal business hours in the UK and New Zealand where Patriot support desks are located. Casual support is not covered during the weekends.
Casual support will commence when a support technician is available. If you require support assistance immediately, we can offer Urgent support assistance for an additional cost.
Casual support is charged at $USD 160.00 for the first hour and $USD 40.00 per 1/4hr thereafter.
Urgent support is charged at $USD 300.00 for the first hour and $USD 40.00 per 1/4hr thereafter.
Each incident will be subject to a minimum charge, $USD 160.00 for Casual support or $USD 300 for Urgent support.
Chargeable time commences when the Patriot support technician begins working on the case.
Chargeable time ends when the client sends an email or fax confirming that the case is to be closed.
In the event of a delay or interruption to support delivery, the support technician can put the case on hold.
A casual support event can include any number of issues but they must all be defined and serviced within the same support session and are not transferable to other support sessions.
No quotes or estimates will be given for the amount of time required to resolve an issue.
Clients not on Software Assurance will be required to pay casual support for upgrades of Patriot versions that are purchased if assistance is required.
Patriot will provide support assistance for the previous three versions of Patriot from the latest version of Patriot.
Patriot may decide to waive the support charges in certain circumstances, but the above casual support policy must be agreed to before any work is commenced.
Developer Required Support
Developer required support are support requests that fall out of the scope of Software Assurance as they require specific development or involvement of a developer. This includes SQL Query Building, Report Building and Data Conversion work
Note: if there are any changes required for a custom query or report RDLC in the future due to changes to the database structure or Patriot software, then these future changes will also be chargeable.
Clients on a current Software Assurance contract will be charged $USD 110.00 per hour
Clients who don't have a current Software Assurance contract will be charged $USD 180.00 per hour