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After purchasing a Support Incident, you must log in to https://onlinesupport.ensim.com and submit a ticket.
When submitting a ticket, please include as much information as possible (including your IP address and login information) for our support team to troubleshoot your system.
All days and times specified in the following table are Pacific Time (GMT - 8:00). All response times are within Coverage Hours.
The pricing per-incident, based on the incident type, is shown below:
Incident Type Feature |
Standard |
Premium |
Phone |
Support Type |
Web |
Web |
Phone |
Response Time |
24 hours |
4 hours |
2 hours |
Support Coverage |
24 hours, Mon-Fri |
24 hours, Mon-Fri |
8am - 11pm, Mon-Fri PST |
Price |
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Note:
- The above pricing will apply only for incident-wise support.
- If, at the sole discretion of Ensim, we determine your problem to be due to a defect in Ensim software, we will credit your account with a Standard Web-Based Support Incident.
- This will apply to Standard web-based support incidents only.
- Please allow up to 2 business days for your account to be credited.
All days and times specified in the following table are Pacific Time (GMT - 8:00). All response times are within Coverage Hours.
Program Feature |
Bronze |
Silver |
Gold |
Platinum |
Feature Mechanism |
Web-only |
Phone and Web |
Phone and Web |
Phone and Web |
Coverage Hours |
8 x 5
(Mon-Fri) |
16 x 5
(Mon-Fri) |
16 x 5
(Mon-Fri) |
24 x 7 |
Response Time - Phone Incidents |
N/A |
2 Hours |
2 Hours |
1 Hours |
| Response Time - Web Incidents (Critical) |
12 Hours |
4 Hours |
4 Hours |
2 Hours |
Response Time - Web Incidents (Non-critical) |
24 Hours |
24 Hours |
24 Hours |
24 Hours |
Monthly Limit of Per-Incident Support
Tickets |
5 |
15 |
25 |
100 |
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- Customers with evaluation, warranty or per-incident support contracts will receive an initial response to support requests within 24 hours.
- Ensim holidays are excluded from normal hours of coverage (with the exception of Platinum support).
- Security fixes are included at no charge with the cost of the product.
- Ensim Support plans list our "committed hours of coverage." Support staff is active at Ensim 24 hours a day, five days a week. If you submit a ticket outside of the Ensim support committed hours of coverage, we will respond to your ticket on a first come, first serve basis ranked by plan (i.e. Platinum, Gold, Silver, Bronze).
- Call your Account Manager to discuss or upgrade your current Support Plan.
- For pricing information on the product licenses as well as the support plans, please contact Ensim Sales.
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