HMSPANEL // Unmatched Support
Unmatched support comes standard with any HMSPANEL license. We are known for our excellent and responsive support. Our support team is friendly, enthusiastic and responsive. Below are some of the great support solutions offered by the HMSPANEL team.
Free Support
Covers all licenses.
- Standard support tickets are free and will be responded in the order received
- Forums
- Knowledge Base
- Custom job - $75 per hour
Software Upgrades
- Software upgrades access renewal are required for owned license holders: (Service 12 month extension)
- Monthly and yearly license holders receive software upgrades as long as their license is kept current
Hi-Priority Incidents
Per incident support - $100 per incident (Premium support ticket)
- Custom job - $75 per hour
- Monthly support - calculated in the form of a quote and depends on the environment complexity
Hi-Priority Incidents
An "Incident" (or support ticket) is an unexpected support case that requires our support engineers to access customer servers. Some incidents may require significant working time to resolve. Such tasks may consume more than one support ticket or be classified as "custom job" (see below). Before performing such tasks HMSPANEL provides estimates and confirms them with the customer. Support tickets submitted during HMSPANEL business hours (Monday - Friday 9:00 AM - 5:00 PM US CST) will receive an initial response within 4 hours.
Unused support tickets are not refundable.
Custom Job
A Custom job is a scheduled/planned activity on deploying/configuring any software components in customer environment. For example, patching OS, installing a linux package, upgrading PHP, or updating HMSPANEL components are custom jobs.
