Support Instance

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Description

Do you have a problem that you cannot figure out?  Are the free support routes not getting you the answer you are looking for?  Do you need a faster technical support response time?

If you answered yes to any of the questions, please consider purchasing a support instance.

Additional Information

Astronomical digital photography is technical support intensive by its very nature.  Connecting your computer to an array of astronomical equipment from a variety of different manufacturers to capture a “perfect” image is challenging.  Software Bisque offers technical support in a range of tiers to help.  Choose each support option above to see the price and brief description of the type of support available.  If the free support resources and avenues do not help resolve the problem you face, you can optionally try a paid support instance.  A paid support instance is limited to one specific issue and provides roughly one hour of direct involvement of SB time. SB will work diligently with you to get you your money’s worth of support, since no one is more motivated to help solve the problems you face so you can continue your passion while leveraging SB products!

Sometimes the nature of the request dictates the support tier.  From example, if you want to change TheSky’s text color for labeling asteroids, this would fall in Tier 0 as most any seasoned TheSky user could offer help on the community forum.  On the opposite end of the spectrum, if your fully loaded MX+ , imaging at 0.5 arc-seconds per pixel, “sometimes” gets one arc-second out of round trailing stars in 10 minute, unguided exposures, this would typically fall into a Tier 1 or Tier 2 case.  If you have an urgent need to solve former issue, and the Tier 0 path has not helped and do not object to the price, a Tier 3 request might be what you choose.

Support instance hours are 9 AM to 4 PM Monday through Friday.  After hours support, available in Tier 3, requires prior arrangement.

Some problems cover a broad range of disciplines and therefore might require input/research from more than one SB employee.  As such we cannot provide an exact response time estimate for a support instance, generally active engagement takes a day or two .  Your patience is appreciated, please understand we are a small company and disseminating and digesting support request information necessarily takes time.

 

 

Additional information

Support Tier

Tier 0, Tier 1, Tier 2, Tier 3