The service is great.

– Sarah Danforth, Tektronix

Free Support

All purchases of Agiloft come with context-sensitive, online and PDF documentation and tutorials. Free trial evaluations are also fully supported at no cost.

We respond to all bug reports and provide 24/7 access to our online knowledgebase of FAQs, even for customers who do not purchase support packages.

Standard Support Package  

The standard support package includes:

  • All upgrades and enhancements
  • US telephone support available M-F from 8am to 8pm EST (650.839.9900 ext: 3). If you purchased the product from one of our resellers, support is generally available during their working hours.

Standard Support package pricing is 20% of the current license value per year for purchased licenses. Hosted service contracts and lease contracts include standard support at no additional charge.

Premium Support Package  

The Premium Support Package includes everything in the Standard Support Package, plus the following:

  • Telephone support available 24 hours a day, 7 days a week, 365 days a year for critical and system down issues
  • A designated customer support representative, along with priority phone queue and case routing
  • System Health Check to optimize system performance and user experience

The Premium Support Package is $5,000 plus 25% of the purchase, lease or hosted price per year, in addition to the Standard Support Package.

System Health Check

Agiloft's System Health Check is available for both hosted and on-premise options. We use automated GUI performance monitoring, usage analysis, and database analysis to find any bottlenecks in the knowledgebase or system configuration. These bottlenecks are resolved by optimizing database indexes, rule configurations, and system configuration variables. The result is an optimized user experience devoid of negative impact on functionality.

The service typically takes 2-5 days, depending on the complexity of the configuration, and payment is wholly contingent upon success.

The System Health Check is included in the Premium Support Package and may also be purchased a la carte for $4,000.

Upgrading Agiloft

If you have purchased the standard support/upgrade contract, you can upgrade your installation at any time by simply downloading the latest release and running the same program that you used to install it.

We notify all customers by email when major new releases are made available for download.

When you upgrade an installation everything is maintained: Contacts, Tables, Look and Feel, Customizations, Business Rules, and scripts.

As with any program, it makes good sense to back up your data before upgrading. We recommend that you do an export of your knowledge bases in Agiloft format to a safe directory prior to upgrading.

The Agiloft XML-based export file format also allows you to move an installation from one machine to another, including between Unix and Windows machines, by simply creating an export file and moving the file to the target machine. Once again, everything is preserved.

Support Package Comparison

Feature Standard Premium
Case Limit Unlimited Unlimited
24/7 Web Access
Phone Access
Toll-Free Phone Access1
24/7 Phone Access for Critical and System Down Issues  
Priority Phone Queue & Case Routing  
Health Check
Analysis of system performance and usage patterns in order to optimize performance.
 
Designated Customer Service Representative (CSR)
A designated CSR is assigned as your named point of contact.
 
1 In the U.S. only.