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These programs allow a Customer to purchase unlimited telephone support for their workstation, application questions and problems. Telephone support is optionally available 24 hours a day. A toll-free number is provided for "normal" business hours and a separate number is given for "after" hours. Calls received between 7:00 a.m. and 7:00 p.m. EST, Monday through Friday, are typically responded to immediately. With a callback guaranteed within 30 minutes (15 minutes for Priority One calls). After hours and weekend calls are typically responded to within 15 minutes but our guaranteed call back time is 60 minutes. Inlet's engineers will answer questions, research problems, and dial into the workstation in question (if a method is available) to rapidly resolve the issues the client is experiencing. Note: Only clients with Telephone support contracts are allowed to call Inlet's Network Support Center. Callers must be on the list of client contacts |
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