Our Support is provided by our developer team, who can, therefore, give you the best answers to your inquiries. Support is given by email basis and is calculated using support points. Support is available for all our customers who hold a valid toolkit license. Please see the general support conditions below.
There are two Support Programs:
- Gold Program, where we guarantee an answer to you during one working day (IAIK office hours 9-17 MEST) and
- Silver Program where we guarantee an answer during three working days. If we cannot meet the guaranteed response time limit, you will not be charged for the case in question.
Support points are sold in packs of 100. One pack of 100 Support Points costs 600 €.
Annual Flat Fee (unrestricted support): Silver Programme 6.000 €, Gold Programme 12.000 €
Points Deduction in Silver Program: Minimum deduction per answer: 5 points. Fee for 1 working hour: 25 points
Points Deduction in Gold Program: Minimum deduction per answer 10 points. Fee for 1 working hour: 35 points