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Pay Per Incident Email (PPIE) Support provides PortalProdigy clients with consultation for one technical support incident at significant savings over Billed Hourly Technical Support. PPIE Support staff respond to your request via email doing one or more of the following: 1. Directing the customer to appropriate tutorials and references on the PortalProdigy website. 2. Explaining the documented features of the PortalProdigy system, including how system features can be used. 3. Troubleshooting unexpected behavior encountered while using the system. 4. Clarifying how the system works - but not directly implementing the product features on client's installation. 5. Escalating problems, too complex to handle via email, to a Billed Hourly Technical (BHT)Support Request. Escalation only occurs with customer's permission and results in PPIE charge being credited against BHT charge.
The PPIE charge is $35 US per incident. Only Paid Support Authorized Super Users and IBCA's may use PPIE and must be logged in under a current PPIE authorized customer login. The customer's account will be billed and invoiced during the current period. One PPIE support case covers troubleshooting of one technical issue through final problem identification. Troubleshooting of additional technical issues will require a separate PPIE payment. An "Incident" is the support event starting from the initial Service Request until closure or resolution of the issue. An incident focuses on one aspect of the system (For example, assistance with a specific task or error message.) While the issue may involve multiple components of the system, addressing multiple components or issues constitutes separate incidents. An incident may involve an interchange of multiple emails and, from time to time, phone calls initiated by PortalProdigy support staff who will make reasonable efforts to resolve the issue in a single incident. PortalProdigy shall determine what encompasses a single support incident.
Provided the issue is within the coverage of PPIE support, written documentation providing one of the solutions below shall constitute a resolved incident. 1. A standard PortalProdigy procedure or process. 2. A reasonable work-around. 3. Determination that the issue is in fact an enhancement request and forwarding the request to the development group. 4. Escalating the incident or bug to the development team for review.
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