• • If you exceed your monthly support allowance, you’ll need to purchase an additional incident.
  • Until payment is made, there will be a delay in responding to support requests that are over the monthly allowance.
  • Unused support incidents do not roll over to the next month.
  • Your monthly allowance only applies to technical support during normal support hours.
  • Learn How to Use vPortal view your incident balance or to purchase additional incidents.

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You need emergency support.

• • Emergency Support is available during regular hours and weekend/holiday hours.
  • Emergency support is billed separately from your regular support allowance at a premium rate per the pricing charts.
  • Weekend/holiday support is provided Saturdays/Sundays/Holidays from 9:00 a.m. – 5:00 p.m. Eastern Time.
    • The only exception is that Platinum and Diamond plans receive one weekend/holiday case per month (Severity Level 1 required).
    • If you are on the Silver or Gold plan – or if you have used your monthly Platinum/Diamond weekend/holiday allowance already – you will need to purchase a weekend/holiday support case before it can be worked.
    • Prior to purchasing an incident, please wait for Vertican to confirm that your issue meets the severity level requirement for weekend/holiday support. If not, it will be categorized as a regular support case for which you would use your monthly support allowance.
    • Learn How to Use vPortal to purchase Weekend/Holiday support.
  • More about Emergency Support.

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You need Professional Services rather than Technical Support.

• Your monthly support allowance only covers Technical Support cases.
• Professional Services are purchased separately on the vStore at an hourly rate or according to a statement of work (SOW), depending on the type of service.
• Learn more about how and when to obtain Professional Services and the basics of Technical Support vs Professional Services.
• If your issue falls under Professional Services, Vertican will tell you what type of Professional Services to purchase and how many hours are needed.
• Learn How to use vPortal to order Professional Services.

Unused support incidents do not roll over each month, whether they are:

• included with your monthly allowance;
• purchased as additional incidents; or
• purchased as emergency incidents (normal hours or weekend/holiday hours).

Example: On June 15, you realize you’re over your support allowance for the month. You purchase an additional support case when you encounter a problem, but then realize it was your error. You can use that support case by June 30. On July 1, your support balance will reset to your monthly allowance per your plan, even if you bought an extra incident and did not end up using it.

Note: Professional Services hours cannot be used to pay for Technical Support requests.

Please note the following about support plan upgrades.

• Purchase support plan upgrades on the vStore at the published plan price difference anytime throughout the year.
• Purchased support upgrades cannot be downgraded for one calendar year.
• Purchase of an upgraded plan will take effect the following month.

Three types of support requests are included in your support plan. The situations below do not count toward your monthly allowance. 

• Issue results from a software defect or “bug”. Not all issues or errors are bugs.

• Issue results from inaccurate instructions or documentation from Vertican.
  • Questions related to inaccurate or incomplete documentation of a product feature.
  • Incorrect execution of a feature based on how it has been documented.

• Compliance request (also known as a security audit or vendor assessment). Requests for copies of Certificate of Insurance, Data Center Information, or auditing records pertaining to System and Organization Controls will not count toward your monthly support allowance and are not billable. Submit your request to [email protected]. Please do not log a ticket or contact Client Success; otherwise your request will be delayed.