Support - When You Need It

Support - When You Need It, A Helping Hand with Staff Scheduler Pro

DBI’s technical support team offers registered Staff Scheduler customers AND pre-sales product evaluators the best support in the industry. Registered customers can expect friendly, efficient, timely, and high-quality responses that will help them use Staff Scheduler Pro with maximum effectiveness and success. If you have pre-sales questions, please feel free to check the Frequently Asked Questions link or send an email to staff-scheduler@dbi-tech.com.

Support Offering

DBI offers the following technical support options for our Staff Scheduler product owners and product evaluators:

Plan	Description	Delivery	Price

Basic Support	Product evaluation max 2 business-day response	Web form for Email response	No Charge

Standard Support	Registered product max 2 business-day response	Web form / Email response	No Charge

Per Incident Support	Pre-purchased incident by phone	Direct Phone contact	Per incident - $45 USD

Basic - Product Evaluations

Free “Basic” support is available to individuals who have downloaded DBI Staff Scheduler Professional for a period of 60 days from the download date. By submitting a support request form through DBI Staff Scheduler's web site at the DBI Staff Scheduler Support Page persons evaluating DBI products can expect to receive an email-response to their question within two business days.

Please Note: The “Basic” support plan is designed to offer answers to questions about DBI Staff Scheduler’s features and
functionality. Evaluators of DBI Staff Scheduler may also request simple operational support to help them evaluate the suitability of the software for use in their organization. Complex issues that are representative of an advanced implementation of the software are not supported in this plan.

Standard - Registered Product Owners

All registered customers of DBI Staff Scheduler are automatically enrolled in the “Standard” technical support plan. Standard support is free and available for the life of the license. By submitting a support request form through DBI Staff Scheduler's web site at the DBI Staff Scheduler Support Page, registered customers can expect to receive an email-response to their question within two business days.

Per Incident - Direct Technical Support

Registered customers of DBI Staff Scheduler may speak directly to a DBI support technician by phone for a fee of $49 (USD) per
incident.

To receive technical support by phone, call (204) 985-5770 (8:30 am - 4:30 pm (CST), Monday to Friday).

Per-incident Phone Support features include:

Support via phone for a single question or support issue: Access to a DBI technical support engineer. A support incident
includes answers to questions regarding installation problems and product usage issues or explanation of error messages.

Definition of an Incident

An incident is a single support issue and the reasonable effort to resolve it. A single support issue is a problem that cannot
be broken down into subordinate problems. If a problem consists of subordinate problems, each shall be considered a separate incident. Before DBI can provide phone support for an incident, both the registered customer and DBI technical support staff must be in agreement on the definition and scope of the problem.

Closing an Incident

An incident will be considered closed and fulfilled when one or more of the following conclusions have been reached:

A question has been answered with a solution based on the designed features and functionality of the DBI Staff Scheduler product.
A question, relating to function that is beyond the scope of the DBI Staff Scheduler's design, is resolved with a work-around.
A question is resolved by a published update to the software or its documentation.
An open question has been responded to with the best-possible answer and no further research or assessment is considered possible or reasonable by DBI technical support management.

Although bringing an incident to closure may involve more than one phone call or email, you will be charged only for a single
incident regardless of the number of contacts required. Multiple incidents that are reported during a single phone call will be considered separate incidents and charged accordingly.

You will be reimbursed if DBI technical support management determines that the problem is due to:

A “bug” or inherent defect in the in the DBI Staff Scheduler software. A “bug” is a verifiable defect in the intended design or
functionality of the software. Note that features and functionality that are beyond the scope of a software’s design are not bugs. Apparent anomalous behaviour of the software can only be verified and declared as a “bug” by DBI technical support management.

Terms of Coverage

Coverage of a per-incident paid support request is for the duration of the incident until one or more of the criteria for
incident closure (above) is achieved.

Pricing

The price for each incident is $49 (USD). This charge will be billed to your credit card.

All incidents must be purchased in advance by calling DBI Technical Support (204-985-5770). After your incident(s) has been purchased and fee processed, you may call DBI technical support (204-985-5770) to initiate your support request.

Availability

Per-incident phone support requests are subject to schedule and availability of technical support staff. Normal hours of
operation are 8:30 am – 4:00 pm Central Standard Time (CST). If all technical support staff are occupied with other phone
support requests or otherwise unavailable, your name and phone number will be recorded by DBI reception staff and you will be called at the earliest possible opportunity.

Submit a Support Request

PLEASE NOTE: DBI Reserves the right to change its support policies and services at any time without notice.