Krugle Basic Support
Krugle Basic only offers support through Krugle moderated community support forum: http://support.aragoncg.com
Krugle Enterprise Support
Krugle provides support options that range from self-help knowledge bases to real-time support to professional services.
We provide web-based access to self-help facilities. Among the on-line resources are:
- Resources - Current product FAQ, manuals, and general documentation can be found in the Resources section of the Krugle website.
- - For questions or issues that are not covered in the Krugle Resources section of the Krugle website, send an email with a description, as well as the specific product and version number.
The Krugle Technical Support Team is available by telephone for customers who have Premium Support. Telephone support is available by calling +1 415-869-8818 x711 during normal business hours Monday through Friday 9:00 am - 6:00 pm U.S. Pacific time (-8 GMT), excluding U.S. holidays.
Krugle Enterprise Support Packages
Support Packages are determined by your contract type. Standard support is included as part of a standard Krugle Enterprise license agreement. The table below shows the different Packages: Standard and Premium.
|Phone Support (business hours)|
|24 x 7 crisis phone support|
|Support Incidents||20 per year||Unlimited|
Krugle Enterprise Support Priority
|Support Case Priority||Initial Response||Fix or Workaround||Escalation|
|P1 = The software is completely inaccessible or the majority of its functionality is unstable||1 business day||1 Week||Manager: Immediate
VP: 1 business day
CEO: 1 Week
|P2 = One or more key features of the software are unusable||2 business days||Next minor release||Manager: 1 business day
VP: 1 week
CEO: 1 month
|P3 = Any other case where a feature of the software is not operating as documented||2 business days||Next major release||VP reviews all open defects quarterly|
|P4 = All enhancement requests||1 week||At Krugle discretion||VP reviews all enhancement requests quarterly|