Support Plans
Our support plans various levels of service so you know exactly how long it will take to address your issue.
Extended Support Plans
Our extended support plans offer a fast-track service with guaranteed response times as well as free installation and upgrade services.
Standard
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Online Ticket Submission
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Next Business Day Response
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Closed Public Holidays
Priority
or $150 Annually
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Online Ticket Submission
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12-hour Guaranteed Response
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Priority & Fast Reply (avg 30 min)
Monday to Friday 9am-5pm -
Public Holidays
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Hot Fixes applied directly
Extended
or $1,200 Annually
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Online Ticket Submission
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4-hour Guaranteed Response
Weekdays 9am-5pm AEST -
8-hour Response
Outside business hours and holidays -
Priority & Fast Replies
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Live Support Chat
within business hours -
Install & Upgrade Services
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Hot Fixes applied directly
* Response times listed in Extended Support apply only when made via the Client Area portal from https://clients.cast-control.net when the product with Extended support is selected. Extended support plan cost applies per product. Active support & upgrades package is required in order to purchase an extended support plan.
* Once priority support service has been utilized it is not refundable.
Extended Support Plans - Service Level Agreement
Initial Response: is provided within a maximum of 4 hours during weekdays 9am – 5pm AEST or within 8 hours for all other times.
Hot Fixes: Software patches will be created where possible to fix your issue. Patches are only available to customers running the latest version of the MediaCP.
Live Chat Support: is available Monday to Friday between 9am and 5pm AEST to Extended Support plans from our Client Area when viewing your product overview page.
Installation & Upgrade Services: are provided at no additional cost. Installation services are limited to once per month and will be completed within 72 hours. Unlimited upgrade services may be used and will be completed within 72 hours from request.
