Visual WebGui Commercial Support

The commercial support system enables an automation of professional services level support which is priced on an hourly basis.

A ”Case“ is considered to be any support request type of the following categories:

1. Service Request - Represents any professional services request such as complex tasks, code investigation and diagnosis and other general issues.
2. Custom Development– Represents a request for development of new controls or capabilities, providing extensions to existing controls or capabilities and customizing themes or control libraries look & feel.
3. Known Issues “Bug Prioritization” Change – Represents the ability of changing the internal scheduling of issues to a future release version.
4. Technical Support – Support with respect to single questions or queries with respect to installation and training only.

To use the Support Center, you should first make sure you are a logged in registered VWG community member.

1. Use the “Create Case“ link from the “Next Step” set of links on the upper right.
2. Fill the new case’s Title field with a short description of your need.
3. Choose the case’s category (from the list of categories described above).
4. Choose the appropriate severity of the case reflecting its relative importance in comparison with your other open issues.
5. Describe your needs in a shortest and clearest way. Don’t forget to specify versions of the installed platform you are using: OS, Browser(s), Visual Studio and Gizmox product version (i.e. Visual WebGui SDK exact version).
6. (Optional) Attach a file (preferably a zipped file) with any content you think is relevant and might assist us on providing a solution to your needs.
7. Press “Submit”.

The process of handling your case will be as follows:

1. VWG support personnel get the new case description and evaluate the needs.
2. In case we are able to provide a quick answer to your issue which does not involve special diagnosis or development, the support personnel will provide the answer in a comment and the case will not be charged.
3. In case the issue does require diagnosis, code investigation or development, the issue will be evaluated by engineering and then support personnel will contact you within the case handling module regarding the estimation of work hours needed to handle the case. In addition, the support personnel will offer you the best way to buy the required hours according to your needs.
4. You will have to approve the offer and purchase the amount of hours needed before engineering will start working on your case. Until you approve the work, the case will be marked as “Pending”.
5. When approved, the case will be assigned to the most suitable engineer according to your needs. The support engineer will a VWG team member.
6. The level of service you had purchased will affect the duration by which the case you have opened will be assigned with an engineer (internal or external) who will start to work on the solution according to the SLA level you bought.
7. At every stage of the process, you will be able to communicate with the support assignee and the Gizmox supervision.
8. You will be noted by an email regarding any comment or a change in state of the case you have opened so that you will be able to track the process and the solution progress.
9. When a complete solution is handed to you, you will be asked to approve its completeness by closing the issue. This action will result with a reduction of the chargeable hours from your relevant bank of hours.