DidItBetter Technical Support Line Up
Free Email Support
Your licensed solution includes software assurance which covers free updates and upgrades for the duration of your software assurance term (1, 2, or 3 years) and free email support on the licensed solution answered on a first come, first served basis.Email support does not cover third party product support, migrations, moves/reinstalling on a new replication computer, Outlook custom forms, remote/phone support which require Premier Support.
If you prefer to resolve your issue with email support, please submit a support request online to open a ticket.
For anyone on Premier Support with time remaining who would like to schedule a remote session, our DidItBetter Technical Support team is available by appointment to provide remote/phone support services Monday through Friday from 9am to 5pm Eastern Time, excluding holidays (last remote appointment at 4pm ET). Weekday after-hours up to 10pm ET (last remote appointment at 7pm ET)and weekend support are also available by appointment scheduled several days in advance. To schedule a session, please submit a support request online.
Our certified technical support team solves Premier Support clients' issues before responding to email support. On average, it takes 2 to 4 days to resolve issues by email support with back and forth email communications, compared to faster resolution with Premier Support via remote.
If you require immediate assistance, you can be "up next" with a Premier Support agreement in placed or a single priority remote session. We offer several enhanced fee-based support options:
OPTION 1: Block of Premier Support
With a Premier Support agreement in place, you purchase a block of remote support hours -- 2, 4, 8, 15, or 20 hours. This is not an annual agreement and does not expire until the remaining time is used. One of our techs will remote into your system to help you with installations, updates, upgrades, relationship set up, troubleshooting, 'startovers', migration/move support for your DidItBetter solution.
Benefits of Premier Support:
- When we get involved we shorten the time to issue resolution significantly compared to if you do it on your own or through back and forth email support. You can just sit back and relax, let us in, watch us, let us train you. You do not give us any login credentials to do it. We can bill the end user or the support company.
- Premier Support is more cost effective than purchasing individual single priority support sessions. With the Premier Support in place, it takes us an hour to an hour and half to resolve most issues and re-certify your DidItBetter Software installation. For those with Premier Support in place, after the initial remote session, most have time remaining on account for the next time remote support assistance is needed. For any non-scheduled emergency support requests, the time is deducted at time and a half from your remaining hours.
- Save on TOOLS useful for Exchange migrations, Add2Exchange moves and "start over" support, Inspector and Surgeon General: Anyone with Premier Support in place is eligible for discounted tool licenses at 50% savings off the regular price. During your scheduled remote session, our techs will train you on how to use the tools and once the tools are licensed you can use as needed; the software assurance for the tools lines up with the software assurance of your licensed product. With premier support in place, Add2Exchange Recovery & Migration Manager license is only $125 (reg. $250), Add2Exchange ToolBox license is only $125 (reg. $250) or license both tools for $250 (reg. $500).
Grandfathered rates apply: Once we have provided the time in your premier support package, you have the option to renew at the same rate indefinitely if you wish. You could also choose to pay the currently published hourly rate for any extra time you need. Premier Support can also be used after-hours up to 10 pm ET at time and a half off for every hour.
Our most popular Premier Support is the 4 hour block of Premier Support, which covers up to 4 hours of remote/phone support services with one of our techs; the time never expires until it's used up. The 4 hour block is only $399 and included in most of our value bundles. We also offer larger blocks of time (8 hour, 15 hour, 20 hour) for anyone who needs other Microsoft or third party issue resolution support services such as Microsoft operating system, Exchange Server, IIS, Active Directory, SQL, Sharepoint, Microsoft CRM, security and communications, and/or network support issues. Ask about our managed IT services.
|2 hour block of Premier Support for $275
|4 hour block of Premier Support for $399
|8 hour block of Premier Support for $720
|15 hour block of Premier Support for $1305
|20 hour block of Premier Support for $1699
TIP: Both the Add2Exchange Recovery & Migration Manager and Add2Exchange Toolbox essential tools are included FREE in most of our value bundles. If you have not purchased a value bundle or licensed these essential tools, save 50% on the regular price of the essential tools when purchased with a premier support package:
|Add2Exchange Recovery & Migration Manager (RMM)
with 4 hour block of Premier Support for $524
|Add2Exchange ToolBox with
4 hour block of Premier Support for $524
|Add2Exchange Move/Migration Bundle with 4 hour block of Premier Support:
Includes Add2Exchange Recovery & Migration Manager tool license,
Add2Exchange ToolBox tool license,and the 4 hour block of Premium Support
for $575 (sold separately $899).
This option includes a free license transfer to the
new on-premise replacement system and discounted
essential tools for $250 (regular $500) when
purchased with a premier support package.
When planning a migration or if you need after-hours support, please schedule your appointment 2 to 3 business days in advance and contact us PRIOR to the migration of mailboxes. Migration/move/conversion support requires a Premier Support package.
Premier Support Member Only Savings!
Any Add2Exchange licensees who have an active Premier Support package in place qualify for discounted pricing on any essential tool(s).
- Premier Support Savings! Follow this link to get the discounted tool Recovery & Migration Manager (RMM) tool when on Premier Support: $125 (reg. $250) Buy Online Valid for both Standard and Enterprise Editions
- Premier Support Savings! Follow this link to get the discounted tool Add2Exchange ToolBox when on Premier Support $125 (reg. $250) Buy Online Valid for both Standard and Enterprise Editions
- Premier Support Savings! Follow this link to get the discounted tool bundle, both Add2Exchange ToolBox and Recovery & Migration Manager when on Premier Support: $250 (reg. $500) Buy Online
OPTION 2: Add2Exchange Annual Support Agreement
This annual support agreement covers DidItBetter product support on the licensed solution for one calendar year, up to 30 hours. This support plan is different from your software assurance, and the Annual Support Agreement covers remote/phone support on a single DidItBetter Software installation. Our techs can assist you with updates, relationship set up and modifications, Exchange migrations and replication server move support. Annual Support Agreement Sessions are held by appointment during our normal business hours 9am. to 5pm ET, with the last scheduled appointment at 4pm ET (excluding holidays). For Business critical and or emergency, after hours support is also covered under this agreement for a period of 10 hours, and would then require a renewal. For any migration/move projects, the Essential Support tools such as the Add2Exchange Toolbox and the Recovery & Migration Manager are licensed separately at Premier Support Membership pricing (50% off). Add2Exchange Annual Support Agreement: $2100
OPTION 3: Level 2 Single Remote Support Session
A certified DidItBetter.com Software Support team member will connect to the end user’s system for new, first-time DidItBetter solution certification and installations, updates/upgrades, creating, modifying or fixing relationships (aka Relationship therapy), for the reported issue. Up to one hour of remote/phone support services are covered under a Level 2 single session.
This single remote session may be useful for troubleshooting a new first time 'Do It Yourself' installation, and/or quick "replication system recertification" diagnostic or for Relationship therapy.
|Single Remote Session for New Trial User for $199
This single remote session covers up to one hour of remote/phone support in one session with a DidItBetter Software engineer who will assist with your 'Proof of Concept' trial installation of Add2Exchange Enterprise or Add2Outlook Server. Our tech will use our (or your) remote control software to install and configure up to 5 relationships and train you on best practices, how to set up the remaining relationships for your configuration. Sessions are held by appointment during our normal business hours within 1 to 3 business days.
|Single Priority Session for $199
A Priority session covers up to 1 hour of remote/phone support in one remote session and is scheduled same/next business day
or first available appointment during our normal
business hours, excluding holidays. After-hours require
an after-hours Remote Session.
After-Hours Single Priority Session for $250
This after hours remote priority session is scheduled
same/next business day or first available between
5 pm and 9 pm EST.
NOTE: Level 2 single sessions do not cover third party product support issues,Exchange/Add2Exchange migrations, moving Add2Exchange to a new on premise replacement server, Add2Exchange to Add2Outlook conversions, customization requests, Outlook custom forms. A Premier remote/phone support package is needed and often the Essential Migration tools.
Initiating Your After Hours Support Appointment
If you have purchased and scheduled an after-hours support session, in order to get through to you and connect for the session, at the designated time, please call (813) 977 5739 and select the page-a-tech DidItBetter.com Support for emergency support OR if a tech has been assigned to your case, then enter the tech's extension. Make sure you have valid software assurance in place for your licensed solution or if you're not sure, email info[at]diditbetter.com to find out your software assurance information. Be sure to be have done all Microsoft Critical updates on the box and rebooted prior to connection and be logged in as the Service Account. We guarantee our software will work with the current Microsoft critical service packs in effect at the time, so please make sure this step is complete to avoid delays and speed issue resolution.
Remoting into the System
We use several methods to connect to your system. Ask the DidItBetter Software technician assigned to your case which is the preferred method: http://support.diditbetter.com/kb/a2e_164.aspx.