Support Services

appSolutions provides various levels of support services. Support is available for direct customers and for customers of our partners.

Support services can consist of product support or consulting support and online remote consulting services. 

Direct customer support

appSolutions provides technical and consulting support for direct customers. Customers can subscribe to support services providing them with priority technical and consulting support by e-mail, phone and remote network connections. This is a good supplement and continuance of consulting services with the various products and technologies that appSolutions has expertise in.

Customers who have bought consulting services from us for system setups, implementations, training or development projects can benefit from this kind of support which provides them with the comfort of being able to get fast and qualified assistance without the extra overhead of having a consultant on site.

appSolute Support

appSolute Support is a our name for extended remote support and consulting. It covers advanced support for RTB and other products we can provide expert assistance with.

appSolute Support goes beyond normal Technical Support for RTB which is covered by the maintenance on the RTB product. Normal Tech Support issues will be handled by us on a mail or phone basis on behalf of Tugboat Software and Progress. Logging on to customers’ systems and actively helping them fix issues, make changes to setup, do customization work, assist with using RTB, making deployments and builds etc. are not covered by standard Technical Support. The same goes for off-site custom development or tools extensions made specifically for customers. These are the kinds of things that we can help with when customers have purchased appSolute Support.

appSolute Support can also be used for ad-hoc remote consulting that is not related to RTB, but where appSolutions can provide assistance.

appSolute Support Terms and Conditions

appSolute Support is calculated on an hourly basis, with timesheets being recorded for all work done for customers. It requires a pre-paid purchase of a minimum of 24 hours of support, which must be paid in full before the purchased hours are available.

Work done under this arrangement is only remote work (either work done on appSolutions machines and transferred to clients or work done with remote connections to customers’ systems). Monthly timesheets will be provided to customers so that everyone is up to date on the status of available and spent hours.

On-site work is not included. However, purchased hours can be upgraded to on-site consulting services, with a minimum requirement of 1 day (8 hours) being available. Customers will be invoiced the difference between the pre-paid rate and the standard on-site consulting rates (+ travel and expenses). Standard payment terms for invoiced payments is 14 days net.

Standard terms and conditions for products and services from appSolutions can also be found on: http://www.app-solutions.com/EN/services_solutions/terms_and_conditions/.

Support services for our partner customers

appSolutions can also provide the same level of service to the clients that we work with on behalf of our partners. For example, Progress Software's customers can arrange for premium support services with appSolutions through their local Progress Software Professional Services representative. ´

European support for Roundtable TSMS™

appSolutions provides technical support in Europe on behalf of Tugboat Software for Roundtable TSMS™. Support issues can either be logged through the Roundtable TSMS support web page or using the support e-mail address available on the support page.