Support
All Acquire packages include FREE ONLINE SUPPORT in our member's area. It also includes a knowledgebase, video walkthroughs, technical documents and sample content to get you started can also be found there. If you wish to access our Members Area, login here
For mission critical projects, we also offer a range of priority support services. See below for more information or contact your reseller.
If you are already a support customer, you will have been provided with Priority Contact details in case you need to contact our support staff. If you have forgotten these, please contact us for a reminder of these details.
We understand the need to ensure that our customers make the best use of our products and services, but also that sometimes things go wrong and you need help and assistance.
Therefore we have a range of support features which give you the level of support you need.
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Free | Prepay | Bronze | Silver | Gold | Platinum |
| Member Area Access to knowledgebase, download area, forum, training content and sample content. |
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| Email Support With up to 48 hour response time |
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| Email Support With guaranteed response time |
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| Telephone Support Telephone number within UK 9AM-5PM times* Call for training, operational questions or faults / issues |
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| Local Telephone Support Country specific telephone number with longer operating hours** Call for training, operational questions or faults / issues |
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| One-off payment Use as required and pay no monthly fees*** |
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| Regular Response 4 hour response, 8 hour Fix**** |
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| Priority Response 2 Hour response, 4 Hour Fix**** |
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| Weekend / Out of Hours Support Calls answered and actioned outside of normal working hours** |
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| Proactive Monitoring Daily health check of players and resolution if necessary |
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| Ticket Tracking All faults raised are logged, emailed to agreed parties and available for viewing through our ticketing system |
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| Proactive Resolution The fault will be fixed for you if remote access is available to our staff. Otherwise a description of how to resolve the issue / fault will be provided. |
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| 3rd Party Liaison If the fault lies elsewhere, we will contact your providers with details of the fault on your behalf.< |
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| Upgrade Protection Download link, new releases & updates included for a year. |
20% of licence cost | ***** | 15% of licence cost | 10% of licence cost | |
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Pricing and details subject to change without notice. Pricing is correct at time of going to press.
Minimum contract period 12 months. All fees payable in advance or monthly with successful account application (small admin fee charged for monthly billing).
* Normal working hours only - excludes weekends and national holidays.
** Working hours are typically 9AM-5PM for the clients’ country, but may vary depending upon time zone (e.g. USA is from 9AM-5PM ‘Central’). Longer hours available upon request
*** Pre-payment option requires cleared payment in advance of Support Credits. Each credit is equivalent to 15 minutes of time on a call or time spent identifying/resolving an issue.
**** All calls are answered/responded to within this time and usually quicker. Fix relates to the time at which a resolution is applied and may be longer if action or information is required from yourselves or a third party.
***** Unused Support Credits can be used to exchange for an upgrade depending upon a sliding scale of how old the last upgrade is (contact us for details).
