MST Per Incident Support

Support As You Need It

Flexible “pay as you go” model.
Good for technical support on specific products.
Sold as individual incidents or as economical 3- or 5-incident packs, depending on product.
Online access to documentation, knowledge base articles, discussion forums and other technical resources.

Overview

MSTPer Incident support is designed to meet the needs of individual consumers or customers with no or small datacenters and software development organizations. An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with Technical Support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a 3 or 5 incident pack, you can take advantage of having the ability to contact MST Technical Support for three or five independent technical issues for your specified solution.

MST offers Per Incident support for several products allowing access to support as you need it. With Per Incident support, customers can choose to log cases and receive responses either through the Web or by the phone.

MST per-incident support is valid for one year after purchase and does not include product updates or upgrades. Per-Incident Support is non-refundable. An incident cannot be credited back or refunded even if the issue was resolved without help from technical support engineer (for example: finding the answer in the product documentation or on your own).

Feature	Basic Support
Hours of Operation	12 Hours/Day Monday–Friday
Length of Service	Valid for one year after purchase of the incident
Product Updates	No
Products Supported	All Products
Method of Access	Telephone/Web
Response Method	Telephone/Email
Remote Support
Root Cause Analysis
Access to MST Website
Access to MST Knowledge Base
Per Incident Support Options	1, 3, 5-incident packs
Target Response Times
Critical (Severity 1)	8 business hours
Major (Severity 2)	18 business hours
Minor (Severity 3)	36 business hours
Cosmetic (Severity 4)	48 business hours
Business Hours	Monday - Friday
North America	6 a.m. to 6 p.m. (local time zone)
Alaska, Hawaii	6 a.m. to 6 p.m. (PST/PDT)
Latin America /td>	9 a.m. to 6 p.m. (local time zone)
South America	9 a.m. to 6 p.m. (local time zone)
Europe, Middle East, Africa (EMEA)	8 a.m. to 8 p.m. (GMT)
Asia, Pacific Rim, Japan (APJ)	9:00 a.m. to 9:00 p.m. (India Time)
Australia/New Zealand	7 a.m. to 7 p.m. (Sydney AET)

First Name*	Last Name*
This field is required.	This field is required.
Company*	Email*
This field is required.	This field is required. Enter a valid email.
Phone*	Country*
This field is required. Enter only Digit.	This field is required.
Title	MST Products*
	This field is required.
What other solution are you reviewing?	How did you hear about us?
	This field is required.
Question and Comment


Request send successfully.

First Name*	Last Name*
This field is required.	This field is required.
Company*	Email*
This field is required.	This field is required. Enter a valid email.
Phone*	Country*
This field is required. Enter only Digit.	This field is required.
Industry*	Title
This field is required.
Product of interest*	Development Environment*
This field is required.	This field is required.
OS Environment*	ECM Infrastructure
This field is required.	This field is required.
What other solution are you reviewing?	How did you hear about us?

Do you have any questions about our solutions?


Request send successfully.

MST Per Incident Support

Support As You Need It

Overview

Log In

Quick Links

Other Programs

Products

Build a Solution

Resources

Company

Webinar Request

Evaluation Request