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SUPPORT OPTIONS
Email Support
Person-to-person email support for NetObjects Fusion becomes available once you are registered with DellHost. You can then submit technical support questions via a dedicated email address (dellfusionsupport@netobjects.com) directly to the NetObjects support team. You will receive an immediate response from the support database verifying that your email has been accepted into the support queue.
The NetObjects dedicated team of specialists will provide you with fast, accurate responses within one-business-day to all cases submitted.
Telephone Support
You have an option of per-incident, “pay-as-you-go” support or an annual support agreement.
- Incident-Based Support
As the need arises, you can purchase access to our qualified technical specialists with our pay-as-you-go option. When you contact the NetObjects support team via a toll-free number, you will be prompted to enter credit card payment information. Once accomplished, you will have direct access to the NetObjects support team. The fee per call is $25 (USD), and the maximum wait-time is seven minutes.
- Contract-Based Support
The Annual Unlimited Phone Support contract allows unlimited incidents for one named caller to contact the NetObjects support team. The contract expires either one year from first use or 18 months from purchase. The price is $200 per contract.
Newsgroups
All NetObjects Fusion customers have free access to NetObjects Newsgroup support. Review “bulletin board” information sorted by product and subject, get the latest product announcements, and submit questions to NetObjects technical support team- all in one location. Newsgroups are located at http://www.netobjects.com/support/html/newsgro ups.html.
HOURS OF OPERATION & GENERAL INFORMATION
NetObjects technical support is in operation Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m. Pacific Time, excluding NetObjects holidays.
- Technical Support representatives will be able to assist customers with cases of Level 1 through Level 3 complexity (details of tiers found below).
- All SLAs assume that transactions are conducted in English.
- Dell employees requiring support are considered “customers”.
SERVICE LEVEL AGREEMENTS
Email
Customers receive immediate electronic confirmation of submission. Customers then receive a response to questions within 24 hours, based on limitations of standard hours of operation.
Telephone
1.Initial call response SLA: A maximum allowable wait time of five minutes*. If an incoming customer call is approaching the maximum wait-time of five minutes, a supervisor logs on to the queue and accepts the call for 1st-level support.
2.Follow-up SLAs: Standard follow-up SLA is 24 hours on any case requiring research or working with Quality Assurance and/or Engineering. Our follow-up SLA can be changed from the standard 24-hour timeframe, depending on severity and/or necessity, with the agreement of the customer.
* Note that maximum on-hold time for incident-based support is seven minutes — this allows the caller two minutes to complete the payment process.
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