Support Request Process
For prompt remedying, register complaints, feedback, or issues as soon as possible
- Contact Cannonbose
- Email support[at]cannonbose[dot]com
- Call +1 (800) 559-9773 or +1 (603) 559-9773
- Select option 2
- Support is in the English language
- All requests will be responded to within 1-business day
- Requests will be resolved within 3-business days unless agreed to otherwise
- Issues will be tracked using internal project management software
- Determine nature of defect
- System defect
- User error (user misunderstanding of system operation, etc)
- System defect
- Level 1 non-login, non-developer support attempted
- Level 2 login, non-developer support attempted
- Level 3 login, developer support attempted
- If no immediate resolution
- Research mailing lists
- Grok core system and extension code
- Debug and experiment
- Upon resolution create knowledge base entry
- User error
- Provide training to ensure problems does not reoccur
- Upon resolution create knowledge base entry
- If wide-scale bug, anomaly, problem, etc.
- Notify via email all affected clients within 5-business days
- Denote issue, cause, resolution, and if payment is required for fix.
Live Support Login
Needs for Support
- Primary technical point of contact
- Secondary technical point of contact
- Server FTP and SSH access
- TYPO3/Geodesic/SugarCRM admin and install access
Support Fees
- Security updates within 365-days post-project delivery, free
- Non-security updates within 30-days post-project delivery, free
- On-call
- $ 115/hour
- $ 95/hour non-profit
- Single issue
- Up to 8-hours effort
- $ 460/one-time
- $ 380/one-time non-profit
- Monthly support retainer
- 4-, 10-, 20-hour or larger blocks
- No month to month carry-overs of hours or quotas
- $ 105/hour base
- $ 95/hour non-profit base
