SUPPORT PACKAGES

From online resources to customizable professional support programs, SAM provides the timely answers to all your questions. Technical support is included in the annual maintenance fee. However, clients who do not subscribe to the maintenance package can receive technical support through one of the following:

• Pay Per Incident Fee
• Standard Support Package

Technical support should be contacted for installation questions, troubleshooting errors in program, backup questions, and basic questions on SAM features.

For in-depth questions regarding the use of the software, we recommend that clients attend a training workshop. Technical support does not include modeling or analysis. We provide design and analysis services through our consulting department. F

What is a technical support incident?
A support incident is defined as a single support issue and the effort needed 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 Akorn Technology provides support for an assisted support incident, the customer and the technical support representative must agree on what the problem is and the parameters for an acceptable solution. An assisted support incident may require multiple phone calls and e-mails and off-line research to resolve the issue.