{"id":100,"date":"2015-02-24T08:13:17","date_gmt":"2015-02-24T08:13:17","guid":{"rendered":"http:\/\/cyrunwebtest.azurewebsites.net\/?page_id=100"},"modified":"2018-09-18T16:24:55","modified_gmt":"2018-09-18T23:24:55","slug":"technical-support","status":"publish","type":"page","link":"https:\/\/prestwoodhosting.com\/Cyrun\/services\/technical-support\/","title":{"rendered":"Technical Support"},"content":{"rendered":"<p>Cyrun supports and warrants its products on a yearly basis. The base price for any Alliance PD Central module includes one year enrollment in Cyrun\u2019s Comprehensive Support Plan. The plan includes:<\/p>\n<h4>Comprehensive Services Plan:<\/h4>\n<ul class=\"bullets\">\n<li>Emergency technical support and remote-control troubleshooting, 24 hours a day, 365 days a year.<\/li>\n<li>All Code Enhancements to the Alliance System<\/li>\n<li>All Maintenance Releases to Alliance System<\/li>\n<li>Updates and replacement of system documentation<\/li>\n<li>Current training courseware materials plus additional on-site training<\/li>\n<li>Membership to Cyrun\u2019s Alliance User Advisory Council<\/li>\n<\/ul>\n<h4>Technical Support Methods<\/h4>\n<p>Technical support engineers are available 24 hours per day for critical problem resolution. Technical support hours for operational questions and non-critical problems are 8:00 a.m. to 5:00 p.m. Pacific time, Monday through Friday. Most operational questions can be answered immediately. Non-critical problems are documented at the time of call, or managed via email through Cyrun\u2019s online support management system.<\/p>\n<p>If a support engineer is not available for immediate consultation on non-critical problems, Cyrun will call back within one business day. Alliance contains built-in diagnostics which monitor system activity and automatically send alpha-numeric pager messages to Cyrun personnel during critical issues.<\/p>\n<p>Cyrun authorizes the use of its technical support service to two customer staff members (generally an IT Staff member or their back-up system administrator) plus the most senior Cyrun-trained supervisor on-duty. The goal is to assure that qualified on-site personnel first review user questions.<\/p>\n<p>If Cyrun is unable to re-establish reasonable functioning of the system via remote connection, a senior engineer will be dispatched to the client site.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cyrun supports and warrants its products on a yearly basis. The base price for any Alliance PD Central module includes 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