stefan_riediger
Posts: 32
Joined: Fri Feb 18, 2022 4:07 pm

Premium Support vs. Priority Support

Dear Advanced Installer Team,

Is there a difference between the Premium Support (https://www.advancedinstaller.com/maint ... emium.html) and the Priority Support described in the Team Subscription page (https://www.advancedinstaller.com/user- ... cense.html)?

Or is Priority Support the same as Regular Support?

Thank you very much in advance.

best regards,
Stefan
Dan
Posts: 4524
Joined: Wed Apr 24, 2013 3:51 pm

Re: Premium Support vs. Priority Support

Hi Stefan,

I'd like to highlight that our Premium Support offering encompasses a comprehensive range of services to ensure that you receive the highest level of assistance and priority.

In addition to the Priority Support benefits, Premium Support includes other valuable components: Support Tickets, Remote Assistance, Samples or on demand feature presentation .

Support Tickets: they go beyond traditional issue resolution and open up a world of possibilities. You can utilize Support Tickets for a wide range of purposes, including training, consulting, and feature presentations.

By leveraging Support Tickets, you ensure that you're not just creating a setup package but doing so with industry-leading best practices. Our experts are here to guide you, whether it's enhancing your proficiency with Advanced Installer, exploring advanced features, or receiving personalized training. These tickets are your gateway to unlocking the full potential of our solution.

Remote Assistance: Our Premium Support package also includes the added benefit of Remote Assistance. This means that if you ever face a complex technical challenge or require hands-on help, our support team can remotely access your system to diagnose and address issues directly. This feature minimizes downtime, expedites troubleshooting, and ensures that you receive the most effective support possible.

In essence, Premium Support goes beyond Priority support by offering a more comprehensive support experience, including the convenience of Support Tickets and the hands-on assistance of Remote Assistance. Our goal is to provide you with the tools and expertise needed to resolve any issues swiftly and to keep your operations running smoothly.

Your current priority order in our queue is as follows:

  • Premium/Priority Support: Customers with Premium or Priority Support packages receive the highest priority in our support queue. We ensure swift and dedicated assistance to address their needs promptly.
  • Standard Support: Standard support customers come next in line. While not at the highest priority level, we are committed to providing them with excellent support to resolve their queries and concerns efficiently.
  • Expired Maintenance Plan (based on availability): Customers with expired maintenance plans also receive our attention, subject to availability. We aim to assist them whenever possible, considering our capacity and resources.
If you have any further questions or would like to explore the full scope of Premium Support, please don't hesitate to reach out.

Best regards,
Dan
Dan Ghiorghita - Advanced Installer Team
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stefan_riediger
Posts: 32
Joined: Fri Feb 18, 2022 4:07 pm

Re: Premium Support vs. Priority Support

Hi Dan,

Thank you very much for the clear explanation.

best regards,
Stefan
Catalin
Posts: 6739
Joined: Wed Jun 13, 2018 7:49 am

Re: Premium Support vs. Priority Support

You are always welcome, Stefan!

We're glad we were able to assist.

Best regards,
Catalin
Catalin Gheorghe - Advanced Installer Team
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