Support Policies

 

Help Desk

Expected Response Time

Help Desk support is available from 6:00 AM through 6:00 PM EST excluding weekends and US holidays. For all support requests submitted, we will acknowledge the request within 2 hours of submission (telephonically or via email). Our response will depend on the nature of the request but will include the time when you can expect a next contact from us.

Support on Older Versions of Producer, Browsers, Media Players and Systems

Support is generally provided for the latest versions of related Microsoft Software (Means products such as  Media Player, Browser, Producer, etc.). Support is continued for a minimum of one year after Microsoft introduces a major version for their software.

For older versions of Microsoft Software, limited technical assistance will be provided, subject to the availability of trained personnel and resources. Limited assistance consists of helping customers with questions, workarounds and migration to a supported versions.

Satisfaction Warranty for Incidents

For incident resolution, we will not invoice or charge the customer's credit card until we have resolved the incident or have provided an acceptable workaround. If we determine that we cannot resolve the incident, we will inform the customer and if possible, provide free consultation on technical options.

Free Installation Support

We offer free installation assistance of Microsoft Software (such as Producer) to registered customers.

Training and Education

Cancellation

Customers may cancel their course registrations up ten business days before the course.

Professional and Technical Services

In general, professional and technical services are provided by our dealers and partners. We provide a limited certification of these providers and referrals. In the event of a dispute, we will make a best effort to assist for a mutual resolution.