When it comes to professional solutions, support is really essential. SierraSoft is constantly by its customers' side to help them meet the challenges faced each day.

• HOW TO SEND THE REQUESTS

  Sending the support request via web form to be filled out: www.sierrasoft.com/support. If the customer cannot access the internet, call (+39) 0434 254900 (Incoming calls only in Italian or English) where an operator will fill out the form under dictation.

• TAKING CHARGE OF THE REQUEST

  Requests are handled as quickly as possible; guarantee is given that the requests will be taken on board within 8 working hours from receipt thereof, indicating that an expert has evaluated them and will proceed with dealing with them.

• TROUBLESHOOTING

  A minimum troubleshooting time is not guaranteed.
  A minimum troubleshooting time is not guaranteed. If the request includes complex tests or ones that are too costly, or if the request is linked to a design by the customer that cannot easily be reproduced, it may not be possible to process it; in this case, the applicant will be notified and, if available, other forms of assistance will be recommended.
  If the SierraSoft technician sees fit to call (emergency/ severity / complexity of the signaling) he/she will call the customer (outgoing calls only in Italian or English, international calls by SKYPE only).

• LIMITATIONS:

  SierraSoft may restrict or suspend the support service if the customer uses the service irregularly, excessively, abusively or fraudulently.
  Examples of such use include:
  • a large number of support requests regarding previously resolved problems and / or general usability;
  • repeated requests for which the answer is easily found in the product documentation;
  • discussion of issues not related to technical support;
  • repeatedly exceeding what can be considered as a fair usage limit of the service;
  • requests for third parties, even if made by subscribers to the agreement;
  • The use of the service to support the provision of training and consulting on the use of SierraSoft products.
  SierraSoft is not responsible for any loss or damage to data, and strongly recommends customers keep a data backup plan.

• FAIR USE OF THE SERVICE

  The technical support requests (single tickets) are subject to a fair service usage limit of 30 requests per month, with no more than 3 requests per day.

SierraSoft Support is available in the “Gold Subscription” subscription as an included service.

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Send a support request for products with Subscription >