Service
Purchase a single support incident only when directed by Electrocorder Support.
A support incident covers one support issue and the reasonable effort needed to resolve it.
Typical reasons:
- Assistance with Electrocorder or Electrosoft outside a valid support subscription.
- Troubleshooting issues outside normal Electrocorder or Electrosoft operation, such as PC, Windows, user profile or permissions problems affecting Electrosoft.
- Data modification to address user error or requested changes to recorded information.
- Analysis and troubleshooting of specific measurement or reporting data where a software error is not suspected.
Incident Rules
A single support issue is a problem that cannot be broken down into subordinate issues.
If a problem consists of subordinate issues, each issue may be treated as a separate support incident.
If new support issues are raised while an existing issue is being handled, they may be assigned a new case number and charged separately.
Incidents caused by a confirmed software problem are not charged.
The number of support incidents required will be estimated by Electrocorder Support. Support is by email only, UK time zone.
FAQ
Should I buy this before contacting Support?
No. Purchase this only at the direction of Electrocorder Support.
What counts as one support incident?
One issue that cannot reasonably be broken down into subordinate issues.
Are confirmed software bugs charged?
No. Incidents caused by a confirmed software problem are not charged.