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| More Information |
| Support & Maintenance Pricing
Purchase a plan |
In addition to the OrgPlus User Forum and Support Documentation on the website, HumanConcepts offers a number of maintenance plans. OrgPlus Support & Maintenance plans have been created to meet your specific needs. Each plan is licensed per user and will allow you to submit unlimited technical support requests for the duration of your plan.
OrgPlus Support & Maintenance plans are only available for current products and can only be purchased in conjunction with an OrgPlus application.
Available Plans:
Note: Silver & Gold Support Plans are for OrgPlus Enterprise and On-Demand only
| Standard Support
(All OrgPlus Products) |
Silver Support
(OrgPlus Enterprise and On-Demand only) |
Gold Support (OrgPlus Enterprise and On-Demand only) |
|
|---|---|---|---|
| Priority Case Escalation for Speedy Resolution | Yes | Yes | |
| Unlimited Access to Knowledge Base | Yes | Yes | Yes |
| Unlimited Access to User Forums | Yes | Yes | Yes |
| Live Phone Support1 | Designated Time Zone | Designated Time Zone plus Answering Service2 | Designated Time Zone plus Answering Service2,3 |
| Professional Services | 10 Hours of Professional Services | 20 Hours of Professional Services | |
| Assigned Case Management Representative | Yes | Yes | |
| Email Support requests | Yes | Yes | Yes |
| Web-based support requests | Yes | Yes | Yes |
| Live Chat Support | Designated Time Zone | Designated Time Zone | Designated Time Zone |
| Replacement of lost or damaged media (shipping costs not included) | Yes | Yes | Yes |
| New Release Webinars | Yes | Yes |
1 Training and/or teaching how to use OrgPlus software excluded
2 Response time for after hours calls is 4 hours
3 Mean time to respond (MTTR) for Silver & Gold support plans listed in the matrix below
| OrgPlus Enterprise | OrgPlus On-Demand | |
|---|---|---|
| Initial Support Case Response | 4 hours | 4 hours |
| Support Case Escalation | 4 hours | 4 hours |
What's Covered:
OrgPlus Support & Maintenance plans will cover the user's current version with product updates (such as bug fixes or current version build releases) and new versions of the software. New version release upgrades only apply to the same product and do not include updates on products that HumanConcepts considers to be a separate product.
All new products, services, and increase of capacity upgrades are not covered under the Support & Maintenance plan. Please contact our sales department if you are interested in any of our new products or services.
Before You Contact Support:
In order for HumanConcepts technical support personnel to resolve a software issue, please be ready to provide enough information regarding the issue - so that our team is able to replicate the incident/issue. Please note that HumanConcepts support personnel may respond to your support request with a requirement of further information.
Contacting Support:
Telephone: 1 (888) 821-1261
Email: op.support@orgplus.com (web-based consultation)
Email: renewals@humanconcepts.com (OrgPlus Support & Maintenance renewals)
HumanConcepts Support staff will issue a case number that will be used to track the supporting event.
Hours of Operation*:
HumanConcepts' Technical Support Team is available during the following times:
Monday - Friday
8:30 AM - 8:30 PM (EST), 5:30 AM - 5:30 PM (PST)
HumanConcept' Technical Support Team is closed for business on the following Federal holidays:
Memorial Day
Independence Day
Labor Day
Thanksgiving Day and the Friday after
Christmas Day
New Years Day
* HumanConcepts reserves the right to change holidays observed as well as Technical Support Department closures based upon its sole discretion, to include but not limited to: Additional Federal Holidays observed, or natural disasters, acts of war, or any other event that is beyond HumanConcepts' control that may result in company or departmental closure.
