| Support Policies |
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DBI’s
technical support team offers Staff Scheduler's registered customers and
pre-sales evaluators the best support in the industry. Registered customers can
expect friendly, efficient, timely, and high-quality responses that will help
them use dbi Staff Scheduler with maximum effectiveness and success. If
you have pre-sales questions, please feel free to check the
Frequently
Asked Questions link or send an email to
staff-scheduler@dbi-tech.com. |
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DBI offers
the following technical support options for our DBI Staff Scheduler customers
and evaluators: |
| Plan |
Description |
Delivery Method |
Cost |
| Basic Support |
For product
evaluation
2 business-day response |
Web form / Email response |
Free of Charge |
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| Standard Support |
For registered
customers
2 business-day response |
Web form / Email response |
Free of Charge |
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| Per-incident Support |
Pre-purchased
Incident
by phone |
Phone contact with DBI's Technical Support |
Per incident - $49 USD |
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| Basic (Product Evaluation) |
| Free “Basic” support is available to individuals who have downloaded DBI Staff Scheduler
Professional for a period of 60 days from the download date. By
submitting a support request form through DBI Staff Scheduler's web site at the
DBI Staff Scheduler Support Page
persons evaluating DBI products can expect to receive an email-response to their
question within two business days. |
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Please
Note: The “Basic” support plan is designed to offer answers to questions
about DBI Staff Scheduler’s features and functionality. Evaluators of DBI
Staff Scheduler may also request simple operational support to help them
evaluate the suitability of the software for use in their organization. Complex
issues that are representative of an advanced implementation of the software are
not supported in this plan. |
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| Standard (Registered Customers) |
| All registered customers of DBI Staff Scheduler are automatically enrolled in
the “Standard” technical support plan. Standard support is free and
available for the life of the license. By submitting a support request form
through DBI Staff Scheduler's web site at the DBI Staff Scheduler
Support Page,
registered customers can expect to receive an email-response to their question
within two business days. |
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| Per-incident Support |
| Registered customers of DBI Staff Scheduler may speak directly to a DBI support
technician by phone for a fee of $49 (USD) per incident. |
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To receive technical support by phone, call
(204) 985-5770 (8:30 am - 4:30 pm (CST), Monday to Friday). |
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Per-incident
Phone Support features include:
- Support
via phone for a single question or support issue:
- Access
to a DBI technical support engineer.
- A
support incident includes answers to questions regarding installation
problems and product usage issues or explanation of error messages.
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| Definition of an Incident |
| An incident is a single support issue and the reasonable effort to resolve it.
A single support issue is a problem that cannot be broken down into
subordinate problems. If a problem consists of subordinate problems, each
shall be considered a separate incident. Before DBI can provide phone support
for an incident, both the registered customer and DBI technical support staff
must be in agreement on the definition and scope of the problem. |
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| Closing an Incident |
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An incident will be considered closed and fulfilled when one or more of the
following conclusions have been reached:
- A
question has been answered with a solution based on the designed features
and functionality of the DBI Staff Scheduler product.
- A
question, relating to function that is beyond the scope of the DBI Staff
Scheduler's design, is resolved with a work-around.
- A
question is resolved by a published update to the software or its
documentation.
- An
open question has been responded to with the best-possible answer and no
further research or assessment is considered possible or reasonable by DBI
technical support management.
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Although
bringing an incident to closure may involve more than one phone call or email,
you will be charged only for a single incident regardless of the number of
contacts required. Multiple incidents that are reported during a single phone
call will be considered separate incidents and charged accordingly.
You will
be reimbursed if DBI technical support management determines that the problem
is due to:
- A
“bug” or inherent defect in the in the DBI Staff Scheduler software. A
“bug” is a verifiable defect in the intended design or functionality
of the software. Note that features and functionality that are beyond the
scope of a software’s design are not bugs. Apparent anomalous behaviour
of the software can only be verified and declared as a “bug” by DBI
technical support management.
- An
error in the published technical documentation for the software for which
there is no published update for the documentation. Determination of
documentation errors are made by DBI technical support management and are
limited to contradictory or erroneous content.
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| Terms of Coverage |
| Coverage of a per-incident paid support request is for the duration of the
incident until one or more of the criteria for incident closure (above) is
achieved. |
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| Pricing |
| The price for each incident is $49 (USD). This charge will be billed to your
American Express, MasterCard, or Visa credit card. |
| All
incidents must be purchased in advance
by calling DBI Technical Support
(204-985-5770).
After your incident(s) has been purchased and processed, you may call DBI
technical support (204-985-5770) to initiate your support request. |
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| Availability |
| Per-incident phone support requests are subject to schedule and availability
of technical support staff. Normal hours of operation are 8:30 am – 4:00 pm
Central Standard Time (CST). If all technical support staff are occupied with
other phone support requests or otherwise unavailable, your name and phone
number will be recorded by DBI reception staff and you will be called at the
earliest possible opportunity. |
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NOTE: DBI Reserves the
right to change its support policies and services at any time without notice.
Copyright © 2009 DBI Technologies Inc. |