Technical Support Package

Support Contracts

PHYTEC backs up our Rapid Development Kits with a Start-Up Guarantee. We invite you to make use of our free Technical Support concerning installation and setup of QuickStart demos until any kit start-up problem you might encounter is resolved. For more in-depth questions, we offer technical support packages for purchase. Please contact our sales team at sales@phytec.com to discuss the appropriate support option if professional support beyond installation and setup is required.

Purchase Support Contract

Support contracts can be purchased in 1 hour units at $120 per hour with an initial minimum quantity order of 4 hours.

Support Contract Terms and Conditions

This 1-year contract provides for technical support hours (specified above) in order to resolve – via phone or email - technical issues with use of PHYTEC products in the targeted customer’s application. PHYTEC endeavors to provide customers with a level of service based on timeliness of response and access to expert assistance. This document outlines the Terms and Conditions for support contracts and also clarifies the expectations for delivery of the service.

Using Technical support hours

Technical support will be provided to the main technical contact person from your company. Additional users may be added as required.
Phone support is a premium service. It is charged per use at a minimum of one half (½) hour, and additional fifteen (15) minute increments thereafter, at the discretion of PHYTEC.
Email support is charged per use at a minimum of fifteen (15) minutes, and additional fifteen (15) minute increments thereafter, at the discretion of PHYTEC.
PHYTEC offers no guarantee that we will be able to fix any particular issue, however we will make our best efforts to do so in the time allowed. Engineers will be assigned based on required skills.
When a single support case or incident is expected to use over four (4) hours, or has used four hours, we will notify you for approval to proceed or continue. The customer gives unconditional permission to PHYTEC to use up to four hours for any given case without prior approval.
Customers can use the allotted time for hardware and / or software technical assistance.
Technical support will be available by phone during our normal 8 AM to 4 PM PST business hours.
PHYTEC guarantees that we will start working on your case the same business day where feasible, however due to the nature of support cases we cannot guarantee a time to resolution.
PHYTEC assumes no liability whatsoever for proposed resolutions or fixes.
Support contracts expire one year from date of purchase. After expiration, unused support hours will not be refunded.
PHYTEC will provide a log outlining use of service hours after every four hours of use.
PHYTEC technical support contracts do not provide technical support for in-depth software development

Download complete Terms and Conditions for support contracts.

Ordering

Please contact our sales team at sales@phytec.com to purchase a technical support contract.