Support Policy

Types of Support

  • Basic - support for users with no VLA or SUA agreements in place (no additional cost)
  • Standard - individuals or groups with software maintenance, that we call Support and Upgrade Agreements (SUA)
  • Enterprise - organizations with volume or site licenses, that we call Volume License Agreements (VLA)
  • Developer - special case for registered iOS or Android PKard Toolkit developers rather than end-users (Toolkit)

Registration

  • If you're not registered, we don't know who you are... and you're missing out!
  • If you purchased through a reseller, you can still register here
  • Enterprise, Standard support and all online purchases are registered directly
  • Mobile apps have a registration form at initial setup

Basic support for registered users (at no additional cost)

  • Access to all software updates e.g. from version 1.3 to 1.4, maintaining currency within a version
  • Access to 24 x 7 x 365 forums
  • Access to video demos with how-to information
  • Access to documentation and FAQ
  • Tier 2 and 3 support by real people. We don't offer the unhelpful tier 1 type of support that focuses on serial numbers, quoting FAQs and delaying access to real expertise in tier 2.
  • Unlimited support incidents
  • 30-day installation support at Standard level from the date of product purchase
  • Notifications of updates and upgrades
  • Re-downloads (If you've lost the original distribution)
  • Email and phone support for registered users but on a best effort / lower priority basis than Standard or Enterprise support
  • Unmatched Apple and Android integration, management and security expertise
  • Strong relationships with Apple, Microsoft and Google (Android)
  • No proprietary new server or cloud-based software needs to be installed, or access fees paid
  • Service Levels can be upgraded to Standard or Enterprise support

Standard support (SUA)

  • Includes Basic support
  • Software upgrades e.g. from version 10 to 11, maintaining currency from version to version and OS to OS
  • 12-months of email and phone support for registered contacts during standard business hours
  • Technical escalations
  • Notifications of engineering previews (betas), updates and upgrades
  • Service levels can be upgraded to Enterprise support

Enterprise support (VLA)

  • Includes Standard (SUA) support
  • Simplified enterprise deployment e.g. ADmitMac deployment tools, keyless Mac versions and private mobile app stores
  • Simplified enterprise license management and expansion, with lowest per license pricing bands
  • Focus on partnering to avoid issues from the start with regular account calls, webinars and/or meetings
  • Calls and emails from two (or more per VLA agreement) registered contacts treated with a higher priority than Standard support
  • Technical and management escalations
  • Direct relationship with a senior technical resource with in-depth knowledge of your technical environment
  • Receive priority access to product roadmap information, new features and fixes

Developer support (Toolkit)

  • Special phone and email support for registered developers
  • Please refer to the developer portal

Severity levels

Since we have an Apple and Android focus, mature products with man-decades of enterprise experience built into them, clients typically do not require 24 x 7 x 365 support, onsite training, or professional services, although all can be delivered, if required.

  • Severity 1 (urgent)
    A problem that severely impacts your use of the software for production purposes (e.g. loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists.
  • Severity 2 (high)
    A problem where the software is functioning but your use for production purposes is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
  • Severity 3 (medium)
    A problem that involves partial, non-critical loss of use of the software for production purposes or development/testing purposes. For production purposes, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural work around. For development/testing purposes, the situation is preventing your project from continuing or migrating into production

  • Severity 4 (low)
    A general usage question, report of a documentation error, or recommendation for a future product improvement. For production purposes, there is low-to-no impact on your business or on the performance or functionality of your system. For development/testing purposes, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural work around
  • Production - use of software or hardware in a production environment, generally using live data and/or applications for a purpose other than development / testing
  • Development / testing - use of software for the specific purpose of development, prototyping, demonstration, Proof of Concept or trial

Thursby recommends that you follow any Severity 1 and 2 email or forum posting with a phone call. Collecting diagnostic, log, or trace information and replicating the circumstances of issues is often a major part of resolution.

Escalations

  • If you feel that your issue isn't being resolved appropriately or that your issue needs a more senior resource, you may require a technical escalation, please contact your support lead, or the head of support
  • If you feel that your issue has become more severe or should be a higher priority, you may require a management escalation, please contact your sales lead, or the head of sales