The following levels of technical support are provided:
- Level 1 support is provided by your designated on-site experts.
- Level 2 support is provided by your service provider (channel partner) or network support personnel at your enterprise.
- Level 3 support is provided by Magor Communications Corporation when support levels 1 and 2 cannot resolve your issue or if you do not have level 2 support. Send an email to firstname.lastname@example.org or, if you already have log-in credentials, create a ticket at https://support.magorcorp.com/.
For purchased products, a Support and Software Assurance package must be purchased for an initial term of 12 months from the date of installation and is renewable annually. Support and Software Assurance must be purchased for all systems that are deployed and cannot be applied selectively to individual clients.
When products are sold by Magor to you directly, Magor works with your trained on-site personnel who are familiar with the software and are designated “expert users.” When products have been supplied through a certified Magor Reseller, Magor provides level 2 support only to the reseller’s technical staff and not directly to you.
Standard support services are available from 8 a.m. to 6 p.m. Eastern time, Monday through Friday, excluding Canadian statutory holidays. Response times vary according to problem severity, with priority being given to recovery and service restoral of actively deployed systems. Fault diagnosis may require remote network access to the affected equipment. Extended support coverage (24-hours-a-day, 7-days-a-week) may also be purchased.
Magor reserves the right to charge a fee for on site support.