Expand offers a complete service of technical support and training for clients and partners.
Technical support is organized in several methods that could be combined according to the requirements.
By means of this system, the customer contracts an specified number of queries, grouped in packs, to the resolution of incidences or problems through any of the following alternatives:
| E-mail: | soporte@transtools.com (or personal email address of a TransTOOLs technician) |
| Telephone: | +34 91 350 03 22 (9:00 to 14:00 and 15:30 to 18:30 hours from Monday to Friday - GMT +01:00) |
| Type | Queries | Price(*) |
| Pack 1 | 5 | 125 euros |
| Pack 2 | 15 | 300 euros |
| Pack 3 | 30 | 500 euros |
| (*) Taxes not included | ||
Once the total number of queries of a Pack has been used up, it will be automatically renewed, except in those cases in which a written communication of the customer exists, indicating that he does not want to renew it, or that we wants to contract another pack type.
Customers which support contract of Expand is still on, will be able to use modality 2 (described below). By means of modality 2, the query does not produce any discount of the contracted pack.
Every technical query (telephone call or e-mail) must include the customer’s support contract number.
Each consulted matter will be considered as one enquiry. Therefore, if the customer wants to ask for several issues in the same contact (telephone call or e-mail) each matter will be deducted form the pack as one unit.
The query will only be deducted from the pack after being properly answered and proven that it is not an error from the tool.
All the Expand customers will be able to carry out technical queries, independently on the fact that they have or not support contract, through the following number(*):
(*) Maximum cost 0,91 euros/min.
As already has been above indicated, if the customer already has a support contract, all the queries carried out by means of this modality, will NOT be discounted of the contracted pack.
At the end of the guarantee period (6 months), all the customers that desire it, will be able to request to TransTOOLs an Annual License Maintenance Contract that allows the customer to receive all the released updates during its validity period.
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