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Express Remote Assistance

Let’s Begin Work on Your Issue Immediately!

Sitefinity Express Remote Assistance is designed to provide you with an online means for collaboration with our senior support engineers on your urgent issues. The service is very useful in cases where you’re approaching a tight deadline or prefer to begin work with us immediately without the need to go through the web ticketing communication. It gives you the opportunity to demonstrate to us the behavior directly on your machine and in your own environment where our most-skilled engineers will guide you step-by-step through diagnosing and attempting to resolve the issue.

How does it work?

To request Express Remote Assistance, submit a support ticket for the Express Remote Assistance product type available in Your Account upon purchasing the credits.

Please provide detailed information about your project, deployment and the issue you are experiencing. Once we receive your request it will be assigned to a senior engineer who will contact you to schedule a meeting at an appropriate time for you, and send you a GoToMeeting or WebEx invitation.

During the online session we will use screen sharing, so you can show us the issue and then either give us control or let us guide you through the steps towards diagnosing and approaching the issue. It is important that a person who is directly involved in the project implementation process at your organization takes part in the meeting in order for it be most efficient and effective.

Please note that Sitefinity Express Remote Assistance is available between 7:00 AM and 10:30 PM GMT, Mon – Fri, excluding public holidays.

How much does it cost?

To avail of the service, you need to purchase express remote assistance credits. The minimum purchase amount is 1 credit for $199, which covers 1 hour of remote assistance support. The minimum time slot which can be scheduled for an online meeting is 1 hour. The Express Remote Assistance can't be purchased as an alternative of renewing your license maintenance. Any unused credits expire after one year from the purchase.

How does Express Remote Assistance differ from Technical Consulting Hours?

Express Remote Assistance covers the same scope of questions as our technical support, but it allows you to get immediate help from our senior support engineers and work on your questions quickly, directly in your environment. It is intended to save you time and help you meet tight deadlines. Addressing the issue directly in your environment instead of exchanging many e-mails can lead to faster, easier and more accurate approach to engaging your case. Technical Consulting Hours are intended for more architectural discussions and custom implementations that fall outside of the scope of our technical support. They need to be scheduled with our Professional Services consultants in advance.

Need more information?

Please contact our sales team or call an office near you.