Per-Incident Support

Two main support options are available for purchase for InstallShield, InstallAnywhere, and AdminStudio: Maintenance Plans (included support depends on level of plan purchased), and Per Incident Support.

Maintenance Plans are only available for current products and can only be purchased as part of a bundle with a current Acresso product. If you own a previous version of an Acresso product, these bundles are also available at special upgrade pricing. At this time, new Maintenance Plans cannot be purchased separately. Maintenance Plans are available directly from Acresso or authorized resellers.

Per Incident Support is available for all currently supported versions of InstallShield, InstallAnywhere, and AdminStudio and can be purchased directly from Acresso at any time. Per Incident Support is not available products/versions that have reached their end-of-life.

Acresso also provides extensive complimentary resources for self-help such as online help, knowledge bases, and user forums.

Feature	Per Incident Support
Price	US $250 per incident EU €250 per incident GBP £170 per incident
Hours of Operation - InstallAnywhere	8:00am - 6:00pm Pacific Time Zone, USA Monday through Friday
Hours of Operation - InstallShield	8:00am - 5:00pm Central Time Zone, USA Monday through Friday
Hours of Operation - AdminStudio	8:00am - 5:00pm Central Time Zone, USA Monday through Friday
Length of Service	Valid for one year after purchase
Product Updates	No
Product Upgrades	No
Products Supported	InstallShield, InstallAnywhere, AdminStudio
Contact for Purchase	Telephone 1-800-809-5659 or http://shop.acresso.com/home/default.asp
Acresso Support Website	http://www.acresso.com/support
Number of support questions per event	One
Initial Response Time	2 business days

Per Incident Definition
Per Incident Support is defined as a single support issue with InstallShield, InstallAnywhere or AdminStudio. One incident may involve several interactions with Technical Support to resolve. A reasonable effort will be made to resolve the issue to the customer's satisfaction. If it is determined the issue is related to a bug in the software verified by Acresso Engineering department, the charge will be refunded. Separate per-incidents must be purchased for multiple support issues or requests.

Upon purchasing a Per Incident Support event, the customer will receive an order confirmation with a serial number. Please retain the order confirmation since the serial number is required to deliver support.

Under the "Per-incident Support Program", contact for a support incident can be via phone or online incident submission.