Technical Support Options
Adiscon is proud to offer top level quality technical support for its products. There are several support
packages available. This page shall provide a quick, but rough, overview over your options. If you
have further questions, please contact info@adiscon.com.
Paid Products (Windows)
- Products: MonitorWare Agent/Console, EventReporter, WinSyslog, MoniLog, IISLogger
- products include free unlimited electronic support via
- no free phone support is included
- phone support can be purchased separately (see below)
- support done in central European time zone
- UpgradeInsurance can be purchased
to assign the higest priority to your email support tickets (it also provides
free major upgrades).
Freeware & Open Source Products (Linux/Windows)
- Products: Adiscon Logger, liblogging, NewsMerge, rsyslog
- no free support is provided
- support incident must be purchased (no exceptions)
Paid Support Options
- incident based, incident is
- a single problem
- includes as many contacts (mail and phone) as necessary to solve problem
- if problem was caused by program bug, customer will receive one free incident (paid products only)
- Email support
- free for paid products
- $55 per support incident for all others (Euro 50 for EU customers)
- Phone support
- single incident: $350 (Euro 300 for EU customers)
- 5-incident pack: $1,100 (Euro 1,000 for EU customers)
- Custom Development
- hourly basis (hour @ $119/Euro 109 for EU customers)
- quote can be provided for larger projects
- code will be
integrated into standard product (which ensures future cost-free
maintenance)
- Consulting Services
- hourly basis (hour @ $159/Euro 149 for EU customers)
- quote can be provided for larger projects
- Annual Support Contracts
- are currently not being offered
- offering is under development
- Onsite-Support
- available as part of the consulting services offering
- the minimum time billed will be 6 hours per day
- travel time will be billed at half the consulting rate
- an additional hourly fee may apply depending on the actual request (e.g.
to cover senior consulting)
- all travel expenses (including daily allowance based on German tax rules)
must be paid by the customer
- air travel will be via business class flights if the flight time is
longer than 4 hours
- please ask for a quote if you are interested in that option
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