Extended Support Options

Standard Support

MyClient provides support to all licenses via email and ticket. Enquiries are answered by staff members at their earliest convenience. Normally owing to our timezone, tickets are responded to next business day. We do not publish any guarantees on minimum response time.

We understand that access to support becomes more important as MyClient becomes a core part of your business. MyClient offers the following support packages:

Priority Support package

Priority Support is available for $49/month (minimum 6-month term) or as part of the MyClient Dedicated bundle, providing you with the following benefits:

• Access to high priority support email address and automatic high priority in ticket queue

Enterprise SLA

Enterprise SLA is available starting at $499/month or upon enquiry, providing you with the following benefits:

• Access to high priority support email address and automatic high priority in ticket queue
• Up to 5 hours/month of integration consulting and/or custom development work (if required)
  • Including direct communication to our development team
• Scheduled monthly management call to discuss workflow of your business, training, and/or future development discussion (if required)
• Access to any relevant closed beta programs prior to public availability
• Uptime Guarantee
  • For customers with an Enterprise SLA service, MyClient commits to providing service availability for 99.9% of each calendar month, excluding
    • any maintenance events announced at least 24 hours in advance,
    • any maintenance events occurring between 12am and 1am in the licensee's timezone, or
    • transit issues in upstream networks not managed by MyClient, our datacenter provider, or their direct upstream network providers (e.g. any network outage of your ISP or of an intermediary upstream networking provider would be excluded).
  • If in any given month if MyClient does not meet this availability, you may request a pro-rated credit for the down-time.

We are happy to discuss any further support requirements you may have, and produce a support contract tailored to your needs. Please contact us for further information.