After-Hours Support

If you are using one of our products and have an active support plan, you can call our office for 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.  This is also useful if you are in a different time zone and it's more convenient for you to get support outside of our normal business hours.  In cases like these you may be interested in ordering After-Hours Support.  This is how it works:

  1. Call us to Pre-order After-Hours Support Units (SU) ASAP to schedule a meeting or setup an agent for On Stand-by After-Hours Support.
    A two-business day or longer notice will help secure the time slot, but we might be able to accommodate shorter notices.  Call us to find out availability.  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 number to call for On Stand-by After-Hours Support.
    This could be via phone or via an online assistance session depending on the nature of the issue.  The used SUs are then deducted from your balance.

After-Hours Support Fees

A fee is required for after-hours support because the US labor law requires we pay our techs when they work overtime.  While the fee we charge for After-Hours Support is small, this fee will help cover the extra costs associated with providing After-Hours Support.

Scheduled After-Hours Support

The fee for After-Hours Support depends on your preferred meeting time for support:

  1. Tier 1 Scheduled After-Hours Support:
    • This is offered between 5:00 PM to 10:00 PM Eastern Time Monday-Friday and between 8:00 AM to 5:00 PM Eastern Time on weekends and holidays.
    • The fee for this support is $59 per Support Unit (SU).
  2. Tier 2 Scheduled After-Hours Support:
    • This is offered between 10:00 PM to 8:00 AM Eastern Time Monday-Friday and between 5:00 PM to 8:00 AM Eastern Time on weekends and holidays.
    • The fee for this support is $99 per Support Unit (SU).

You may buy as many SUs as you wish.  A pack of ten (10) SUs are available for a discounted fee of $490 for Tier 1 After-Hours Support and for $890 for Tier 2 After-Hours Support.  You must order all 10 SUs at the same time to get the discounted rate.

See the Terms of Service below for the details on how SUs are counted.

On Stand-by After-Hours Support

If you need one of our support team members to be on stand-by for After-Hours Support (vs. scheduled a meeting time) then the following minimum fees apply:

  1. Tier 1 On Stand-by After-Hours Support:
    • This is offered between 5:00 PM to 10:00 PM Eastern Time Monday-Friday and between 8:00 AM to 5:00 PM Eastern Time on weekends and holidays.
    • The minimum fee is $118 and will cover up to two SUs.  This fee applies regardless of whether you use support.  Additional SUs are offered at the regular fee above.
  2. Tier 2 On Stand-by After-Hours Support:
    • This is offered between 10:00 PM to 8:00 AM Eastern Time Monday-Friday and between 5:00 PM to 8:00 AM Eastern Time on weekends and holidays.
    • The minimum fee is $198 and will cover up to two SUs.  This fee applies regardless of whether you use support.  Additional SUs are offered at the regular fee above.

Terms of Service

  • After-Hours Support must be prepaid before the service is rendered.  We accept major credit cards and Purchase Orders.
  • After-Hours Support is subject to availability and offered on a first-come, first-served basis.
  • You must have an active support plan with Engineerica to order and/or use After-Hours Support.
  • A Support Unit is 30 minutes of an individual Engineerica staff member's time.  If two staff members work on your issue for 30 minutes, then that counts as two SUs.
  • Any part of a Support Unit used counts as a full Unit.
  • Minimum one SU per call or e-mail message.
  • Unused SUs expire one year from date of purchase or when your active support subscription expires, whichever comes first.
  • Calls outside of the US might incur additional fees to cover the international call expenses.
  • Prices and terms may change without notice.

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