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PaperCut Premium Support

PaperCut licenses are all sold with standard e-mail support. The Premium Support option is aimed at customers who don't have a full-time network administrator and would like on-call technical advice, or large organizations where PaperCut will form an important part of the network infrastructure. In addition the package provides access to all upgrades at no extra cost.

The Premium Support option covering the initial 12-month period and includes:

Upgrade Access

Access to all software upgrades at no further costs. Standard support is covered by our upgrade policy. For many customers this alone covers the cost of the premium support.

Priority Email Support

Receive access to our priority email support queue so your support issues are addressed over standard support.

Phone Support

Access priority phone support. You can call us any time during the time blocks allocated on the web site, or alternatively we can call you back at a pre-arranged time. Our developers carry mobile/cell phones and take turns to man the support line or contact you outside these times if required.

You can also talk directly with our developers using our live web chat feature, instant messenger (MSN Messenger, or ICQ) or internet phone like Skype.

Single point of contact

A single PaperCut developer will be dedicated to your support to ensure continuity in resolving issues.

Remote Support

Remote support is optional but highly recommended. We will assist you with setting up "remote access" software such as Microsoft Terminal Server or VNC. This ensures we can quickly resolve issues in the minimum time possible.

Premium Support may optionally be continued in 2nd and subsequent years. The cost is set at the higher of USD $199 (standard premium support price) or 20% of your license price *. Alternatively Premium Support may be discontinued in which case you'll revert to our standard upgrade policy and can purchase upgrades on an as-need basis.

 

Limitations:
Due to the low cost of the support package, "call back" telephone support need to be limited to USD $25.00. For most countries this adds up to over an hour of call time.

* Optionally indexed to inflation/CPI.