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Our support services are
performed in three modes - Per Incident, Monthly and Yearly. Unless
otherwise noted, all custom support requests have a minimum fee,
regardless of actual time worked. For most tasks, we will provide an
estimate and request you pre-authorize a specific amount of time at
the stated rate.
Emergency Support
Linsoft defines emergency support as any work that must be addressed
immediately and that is outside our normal business hours or on
weekends or holidays. Emergency support rates may be double our
regular hourly support rate while it may vary on case to case basis.
Online Chat Support
We may need to chat with you online about your service request.
Generally, any online chat sessions relating to a support request
will not be treated as billable.
Telephone Support
We may need to speak with you about your service request. Generally,
any telephone calls relating to a support request will not be treated as
billable hourly support.
Email Support
We may need to exchange emails several times about your service
request. Email support is difficult to manage and some jobs may
require dozens of emails to resolve. Generally any electronic
support requests will not be billable.
Estimates
For support estimates, please refer to 'Pricing' information in the
webpage. If required, Linsoft will also provide you with an estimate
by email. Estimates are non-binding and will generally include a
range of time. While we try to honor our estimated fees, there are
several conditions under which charges may exceed the estimated
amount. Unforeseen, unknown or new issues may arise that require
additional time. Also note that the estimates are based upon the
information provided by you at the time of the estimate. If critical
information is misrepresented or omitted, then services may require
longer than estimated. For common issues, we derive estimates from
completed service requests thus providing a good level of accuracy.
If for some reason, we suspect that cost may exceed the initial
estimate by the lesser quoted service fee or 10% of the
initial estimate, then we will notify you as soon as possible to
discuss the pricing. Typically, we can identify whether or not our
initial estimate is correct within a few minutes of working on your
system.
In our experience, our estimates are within 10% of stated amounts
more than 94% of the time. Exceptions have included primarily
instances where secondary problems were discovered or the initial
problem was not properly represented.
For additional information, please email us at
support@linsoftindia.com.
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