Support

The following is a detailed list of the current support packages available for MerchantAdvantage software products. If you have any questions regarding these packages feel free to contact sales@merchantadvantage.com

Standard Support – Included with Channel Management with Chanalytics
Channel Management with Chanalytics clients automatically receive world-class, live technical support for the first 30 days. After 30 days, continued standard support is provided via a sophisticated online ticketing system for the life of the client, at no additional cost.

Online Ticket Support - provided at no additional cost
After 30 days, continued standard support is provided via sophisticated, online ticketing system for the life of the client at no additional cost.

Live Support - $100/hour
After 30 days, all MerchantAdvantage clients have unlimited access to the technical support staff through a sophisticated online ticketing system at no additional charge. However, live telephone support initiated by the client beyond the first 30 days will be billed at a rate of $100 per hour. (MerchantAdvantage reserves the right to waive this fee at its sole discretion.)

Extended Support - $495/month
For Channel Management with Chanalytics^SM clients who wish to continue receiving world class live technical support after 30 days, we offer a seamless continuation of this service through the Channel Management Extended Support Program. Clients receive the following services:

• 2 Client Initiated Incidents Per Month
  An incident is defined as a specific client request relating to the Channel Management application that is presented to and resolved by the MerchantAdvantage technical support staff.
• Reduced Ongoing Live Support Fees
  You will receive a reduced hourly fee for any non-ticketed, live support requests, beyond the above-mentioned two incidents per month. The reduced rate is $75.00 per hour (standard fee: $100 per hour).
• Priority Service
  Your calls and/or requests will receive prioritization within the MerchantAdvantage technical support department. If you are unable to reach support personnel immediately, your phone call or e-mail will be returned within four hours during normal business operations to assess your request and assign a strategy and timeline for completion.