OUR PROMISE TO YOU
Availability: Mon-Fri 08:30 – 17:30 (UK)
Email: firstname.lastname@example.org or call +44 (0) 131 440 2781
|Installation (normal installation time < 20 minutes).||Up to 2 hours IT support to help with installation issues.||Via phone, email or web link as required.||User may need to allow Quantics IT services remote access to computer.|
|Normally within 24 hours.|
|User issues||1 hour introductory webinar per trial install. Access to FAQ and Forum on the website||Request by email.||Provided at agreed time.|
|Email requests for help.||PW supplied.
The total support usage will be accumulated to the license, no matter which individual user contacts Quantics.
User licenses will be combined for this purpose, i.e. for a QuBAS license with 2 Explore and 3 Routine users fair use would be ~ 5 hours per year.
|Technical issues||Unlimited but subject to fair use policy.||Email or via website.||Response within 24 hrs, usually much less.|
|User issues.||Fair use policy. Approximate maximum use 1 hour per year/ concurrent user license.||Email or contact via website.||Response within 24 hrs, usually much less.|
|Unlimited access to User forum and FAQ site.||Password protected.||The forum is monitored daily, and Quantics will respond to questions when appropriate.|
|Bugs and errors found in QuBAS.||Unlimited support. Response within 24 hrs of notification.||Should be reported via the built in feedback system unless causing an assay problem in which case email.||All feedback will be reviewed and issues resolved, either by issue of an unscheduled minor upgrade, or held to the next planned release.|
Fair use policy:
Quantics is committed to providing high quality, long term support to all QuBAS users. All support is subject to our fair use policy.
Please get in touch to discuss how we can help you further.