Silver

Silver support is a per instance service where customer queries are answered on-line in a timely manner.

The features of this support option are:

• A support incident is defined as a single support issue and the reasonable effort needed to resolve it.
• A single support issue is a problem that cannot be broken down into smaller problems.
• If a problem consists of subordinate problems, each will be considered a separate incident and should be submitted seperately.
• Before Simtec commences resolving an incident, the customer and Simtec's support professional must agree on what the problem is and the parameters for an acceptable solution.
• An incident may require multiple emails or phone calls and research to resolve it. Simtec's Support Professionals are responsible for determining what a single incident is and communicating this to the customer.

A customer who requires telephone support may purchase Gold level support as required.