Swiftpage has announced a major change in their technical support policy, and customers should take note as these changes will impact those who do not have a paid support plan in place. Here is the policy statement below:
As part of our commitment to deliver a consistent, streamlined support experience to all of our customers, we are introducing some changes to our Act! support services. These changes will also enable us to optimize our resources and focus on providing software product innovations and enhancements.
Effective October 1, 2020, phone support will be limited to troubleshooting Act! technical issues only, and will no longer cover product guidance or remote product assistance. Customers who require phone based or remote product guidance and/or who need on-demand troubleshooting by remote assistance, will be able to do so if they upgrade to our revised Ultimate support tier.
Customers wanting the following services may optionally access them by purchasing professional services from Act! or an Act! Certified Consultant:
Please click here to review the updated Scope of Services for Standard support, effective October 1, 2020.
Self-Serve Customer Resources
Over the last 18-months, we've made significant investments in our online self-serve resources, enabling customers to quickly and easily learn about populare topics and find answers to Act! related questions, including the following:
It should be noted that all subscribers on current Swiftpage support contracts will continue to be able to contact them by phone to troubleshoot problems with Act! performance or features. For Standard support plan customers, any "how to" guidance inquiries in the use of Act! will be directed to the relevant KB article, video tutorial, or online resource. After October 1st, Standard Support Plan subscribers who wish phone support for feature guidance by phone and on-demand remote access, may do so by purchasing Swiftpage's enhanced "Ultimate Support" tier, or Keystroke's Orange Care Annual support plans or VIP Support Plans.
Ultimate Tier vs Orange Care
While the two annual support plans, namely Ultimate & Orange Care, each cost $10/month/user, there are a number of important feature differences to understand before deciding which is right for you and your team. The following are some high level distinctions:
* Customers must have computers with supported operating systems, and are fitted with the recommended hardware (see www.act.com/systreq for these details)