The support is not included in the license fee, it's a separate and optional item. Choose the support plan that fits your needs.
- When you need help every now and then
- 10 incidents* per package
- Valid for 120 days
- Unlimited tickets
- Valid for 365 days
*: incident: a task that can be solved within an hour. Longer tasks consume more incidents.
Each incident must be filed in the issue tracker. The support is provided on business days. The incident response time is 24 hours. The incident resolution may involve additional communication via the issue tracker, email, Skype, etc.
If the support process involves remote work on your archive, then it shall be done using SSH. Teamviewer and similar apps are not supported.
Important! Both the piler database and the piler.key are vital for the proper operation of the archive. Losing either of them may result in data loss that no support plan is able to mitigate.