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Psiberware’s DiSCO support company will select a single point of contact support at each paper. This person will be responsible for communication between the paper and DiSCO’s support staff to eliminate multiple reports of the same issue.
DiSCO will coordinate with the site’s point of contact for release of upgrades and maintenance updates.
Our Arlington, Texas based support center is staffed 9am-6pm CST Monday thru Friday with emergency support available 24 hours a day, 7 days per week. We attempt to maintain an average response time of less than 4 hours. We utilize Webex, PC Anywhere and similar technologies to provide interactive support.
To expedite its services, DiSCO follows a technical support escalation procedure so appropriate resources within DiSCO quickly resolve support issues. Escalation categorizes are Critical or High Priority. Critical issues jeopardize the production of the paper. High Priority issues jeopardize the revenue or longterm stability of the paper.
Issues involving programming changes or possible bug fixes may require testing by one or more of our departments, and may be charged to the paper. Customer requests for program changes are sent to our Development Department for a proposal on time and price to implement. Upon customer approval and acceptance of a signed proposal work will begin.
If determined by the customer and DiSCO that on-site support is necessary, the customer shall pay for reasonable and documented travel expenses including, but not limited to hotel, air fare, rental car, mileage and meals. DiSCO will provide support at the current time and materials rate for the duration of the on-site visit, according to a standard rate schedule.
The Support Agreement does not include:
- Support calls due to customer’s neglect, customer installation of other accessories or software or operator error.
- Software alterations or modifications not authorized by DiSCO, including but not limited to virus infestation of Psiberware files.
- Technical support and/or consultation not directly related to DiSCO software.
- Systems engineering, programming or relocating of the equipment running DiSCO software.
- Repairs and/or service resulting from modifications, service and/or repair performed by persons other than authorized DiSCO personnel.
These service’s may be performed by DiSCO’s Support Staff at an additional Charge.
Support requests are entered and tracked in our online support center. Requests may be submitted via email or by logging on at http://support.discosupport.com. An account will be created for each site during the installation process. Our techs are automatically notified of new tickets. This site also gives the customer the ability to escalate, track, add additional informationo or look back through previous tickets.
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