At Nalpeiron we pride ourselves on the quality of our technical support.
We put a huge amount of effort into our support operation to ensure that our customers can get the help they need.
We run our support service in a very fair “first come first served” basis. Users submit issues onto our support system and our support team answers them in the order they come in. We never prioritize customers on name or size. This model works very well for the vast majority of our customers.
As Nalpeiron has grown we have got an increasing number of customers who need prioritized support. These customers often have needs linked to a deadline and require extra attention to help solve any problems. Our standard support model does not cater for these customers as well as we would like. To help them, we introduced Priority Support.
Priority Support Benefits
Priority support builds on our existing support service but gives PRO plus and Enterprise edition users access to the following benefits.
• 12 hour guaranteed initial response time during weekdays.
• High availability, there when you need us.
• Post your issues knowing that they are at the top of the queue.
• Issue escalation to product development teams.
• Access to the developers who build our products.
• Hotfixes delivered to address your issues.
• Product updates to fix issues outside the normal release schedule.
• One Priority Support
