Our call staff will specifically ask you if you accept the Emergency rates as found on our support pages. If you do not accept our Emergency rates, our call staff will not contact a on-call engineer but will log a ticket within our support system.Accepting our Emergency rates does not mean you will be billed. It does mean we reserve the right to determine if your call is billable. You must accept our Emergency rates to receive an after hours call back.
No.What if the support engineer doesn't resolve my problem? Am I still charged for the support?Customers seeking support who do not have a contract can purchase a emergency consulting session. Emergency rates have a range of 1.5-2 times standard rate and are billed in one hour increments. It is strongly encouraged that customers have a subscription support contract. For more information on subscription contracts please visit the support options page.
Command Prompt considers access to an engineer an Incident or Support Request. If you spent time working with a support engineer, it will be considered an Incident or Support Request.What is the difference between Support and Consulting?
Support is concerned with the operation of the product not the user generated environment. Consulting is concerned with the user land environment that utilizes the product. Consulting generally falls around the following best practices, optimization, remote hands and development. Below are some examples.Example 1:
Customer: My PostgreSQL database won't start
Command Prompt: What is the error you are recieving?
Customer: Something about not having enough shared memory.
Command Prompt: You probably need to increase the shared memory available to PostgreSQL, you can do this by increasing the kernel.shmmax parameter in /etc/sysctl.conf.
Customer: Can you log into our machine and take care of this for us?
Command Prompt: Yes but it will be considered consulting.
At this point the customer would be responsible for the cost of the incident plus the time and materials consulting associated with performing the external work to the incident.
Example 2:
Customer: I am trying to code a SET OF function to return a SET based on computed values.
Command Prompt: Great, what can we do to help?
Customer: I am trying to remember the exact syntax for creating a type. Command Prompt: No problem, please refer to Set Returning Function at this website.
Customer: Oh I see, I just forgot to be explicit.
Example 2 would be a single incident.
Example 3:
Customer: I am getting a syntax error on line 32 of the function that I have attached to this email. Command Prompt: You are missing a semi-colon and need to predefine the variable.Example 3 would be a single incident.
Example 4:
Customer: Can you write me a function that computes the value of X? Command Prompt: Sure.Example 4 would be consulting.