Engineerica After-Hours Support

After-Hours Support

If you are using one of our products and have an active support plan, you can call our office and get support any time between 8:00 AM to 5:00 PM Monday-Friday Eastern Time (except for major US holidays).

For those of you who need phone or online assistance outside of our normal business hours, we offer an After-Hours Support option. This is a good option for example if you need support on a weekend or a holiday, or if you are in a different time zone and it’s more convenient for you to get support outside of our normal business hours.  This is how it works:

  1. Call us to Pre-order After-Hours Support ASAP.
    A one week or longer notice will help secure the time slot, but we might be able to accommodate shorter notices if we have availability.  Call us to find out.  Please review the fees and terms of service below.
  2. Next our support tech will connect with you at the scheduled time or let you know the phone number to call for After-Hours Support.
    Support could be provided via phone or via an online assistance session depending on the required service.

After-Hours Support Fees

A fee is required for after-hours support.  The following is an explanation of the fee.

  1. Tier 1 Scheduled After-Hours Support:
    • This support is offered between 5:00 PM to 10:00 PM Eastern Time on weekdays.
    • The fee for this support is $100 per hour.
  2. Tier 2 Scheduled After-Hours Support:
    • This support is offered between 10:00 PM to 8:00 AM Eastern Time on weekdays and any time on weekends and holidays.
    • The fee for this support is $150 per hour.

See the Terms of Service below.

Terms of Service

  • After-Hours Support must be prepaid before the service can be booked. We accept major credit cards, checks and bank transfers.
  • If you cancel your After-Hours Support booking one calendar week or more prior to the service date, you will get a full refund of your After-Hours Support fee.  No refunds will be offered for cancellations with less than one calendar week notice.
  • The service fee is the same whether the Conference Tracker support staff is on stand-by (just in case they are needed) or live on the phone or online.
  • The time block booked must be continuous (e.g.  8 AM to 1 PM on Saturday).  Gaps in same day time blocks are not allowed.
  • After-Hours Support is subject to availability and offered on a first-come, first-served basis.  The sooner you book, the better your chances of securing the service.
  • Prices and terms may change without notice.  Please check this webpage for the latest.

Contact us if you have any questions or if you would like to order After-Hours Support.

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