Q) Do you provide telephone or email based support?

A) We do not provide telephone support, and email support is only available to the "Basic" program subscribers. Email based support does not include incident historical data and reporting.

Q) Does the SLA include support on other ASP.net applications not on the DotNetNuke framework?

A) This SLA is specifically designed to support production instances of applications built on top of the DotNetNuke framework. Other non-DotNetNuke/external applications are not included in our SLA support packages.

Q) Does the SLA include customer module/skin/core development?

A) The SLA program does not include custom development services. Inspector IT offers professional DotNetNuke solutions, custom module and skin development services as outlined on our DotNetNuke Services page.

Q) Can I upgrade to another plan before the current subscription expires?

A) Yes. The upgrade package and pricing will be calculated based on original plan incident balances. Downgrading is not currently supported.

Q) What version of DotNetNuke do you support?

A) Support is available for all 3.x and 4.x versions only.

Q) What is the criteria for Issue Resolution?

A) An issue is deemed "resolved" if any one of the following is accomplished:

• The incident results in the agreed upon outcome.
• The incident results in a temporary work-around due to mitigating technical factors that make it unreasonable, impractical or impossible to produce the agreed upon outcome.
• Inspector IT has determined the incident is related to a source that is outside the scope of the Support Program support parameters.
• Inspector IT determines the incident is an enhancement request.

Q) Can I purchase additional incidents if I reached my limit?

A) Yes, addiontal or refill of incidents is avalable at a "per incident" cost in the event that you reach your incident submission quota.