Premium Support is waiting for you!
As of 10/29/2019, we are happy to announce that we have released a new subscription-based option called Software Assurance. Software Assurance is entirely optional and in no way influences the software functionality.
What it does influence is the way our support is delivered to you.
What do I exactly get with Software Assurance?
Once you purchase the Software Assurance package, a new set of options will be added to your customer account. This will include the VIP ticket form, your personal VIP phone number, which directly gets you in contact with our tier 2 support. The same goes for the VIP chat support if you choose to chat as a communication method. With the Software Assurance system, generating the license was never easier!
Our tier 2 support consists of the most experienced support technicians who will do their best to resolve your issue as quickly as possible. With, of course, priority on the tickets submitted by you!
Software Assurance tickets are always moved to the top of the queue, so such tickets have the fastest response time.
How can I purchase Software Assurance?
With the Software Assurance release, you can add the Software Assurance package manually to the already generated licenses.
To do this:
- Login to your customer account and navigate the license to apply the Software Assurance.
- Click on Options and select Add Software Assurance Subscription.
- Go through the classic purchase procedure on the BlueSnap page.
- Congratulations, you are now the proud owner of the Software Assurance package!
Also, by clicking the "Add Software Assurance" button atop of the licenses table, you will open up a cart where you can add Software Assurance to multiple licenses at once! Awesome, right?
Now that I own Software Assurance, what do I do with it? How do I use it?
It's effortless and straightforward. As already mentioned, the new menu option will reveal on your account consisting of 4 sections:
- Open VIP ticket section
- Software Assurance Credits section
- Generate License with Software Assurance section
- Subscription review section
1. Open VIP ticket section
This section provides you with the necessary information on your Software Assurance subscription: your subscription ID and the VIP phone number. As well as the VIP ticket form.
In the VIP ticket form, you can directly select the license to which your query is referring, as well as the means of communication with our support team.
2. Software Assurance Credits section
Here you can see the review of all of your active credits. You can see which credits you have available, as well as their amount and the expiration date of the Software Assurance package on it.
Another cool thing is the "Generate" option, which will automatically point you to the Generate License section with the maximum user credits applied for the selected license. This way, we made generating and selecting the license credits simpler.
3. Generate License with Software Assurance section
This is the section you're probably most familiar with. It's precisely the same as the "standard Generate License" section. The only difference is that licenses with the Software Assurance package are visible in the drop-down menu.
4. Subscription review section
And our final section of the Software Assurance account page! Here, you can see your currently active licenses with Software Assurance Subscription and licenses with the expired subscription (don't worry, those licenses are still usable. They're just not covered with the Software Assurance anymore and are pending to be renewed automatically or manually by you).
Conclusion
Now that you know more about Software Assurance, you are ready to dive into the wonderful world of premium support.
You can always contact our agents directly using the [Request Software Assurance Offer] page. One of our agents will provide you with any information you might need on this premium package. After providing all the necessary information, our agents will be more than happy to create a personalized Software Assurance quote for you.
Or, if that is too much hassle, feel free to shoot us an email at [email protected] with any query you might have regarding Software Assurance!
We are looking forward to hearing from you!
Your TerminalWorks team
