askSam Platinum Support Program

Priority access to askSam's senior support technicians

The goal of our platinum support program is to give business users priority access to askSam technicians. We realize that your time is money, so with platinum support we guarantee you quick access to our technicians plus the following benefits:

Free Calls

You no longer have to pay for your support calls.  Simply call us on our 800 number and give us your Platinum ID number.

Call Backs

No more waiting on hold! If a technician is not immediately available when you call, you can request to have the next available technician call you back.

Guaranteed 2 Hour Response Time

If you call during 9:00am - 6:00pm EST on a workday and no technician is available, we guarantee a call back within a maximum of 2 hours. If not, we credit your account with an extra 5 hours of support time.

Note: This response does not guarantee you a call from a specific technician, and it does not guarantee that we will be able to solve your problem within two hours. It does, however, guarantee that you will speak to a qualified technician within a maximum of 2 hours.

Your Calls Get Priority

When we receive a Platinum Support call, it receives priority handling. If a technician is not immediately available, the next available technician (before all other "non-platinum" calls) will handle it.

You're Own Personal Technician

You have the option of selecting a technician as your primary support technician. The technician will familiarize himself/herself with your application. This can simplify and speed up all necessary support - and it gives you a single contact point for your technical questions.

Note: We cannot guarantee that the technician you select will always be available.

Money Saving Discount on Future Upgrades

By signing up for Platinum Support you will receive a (15%) discount on upgrades purchased from askSam. The discount is offered for a one-year period (even if you use the 5 hours of support time before the end of the year - you are still eligible for the discounted upgrade). The upgrade is good for a single product (not for multiple copies or multiple products). On network versions, the discount is available for the base upgrade and not for additional nodes.

Access to Beta copies

To insure that you're informed about future product developments, all Platinum Support subscribers will have access to Beta copies of future askSam versions. This will let you plan ahead, and it also gives you more feedback in the development process.

Automatic notification of maintenance releases  

As a Platinum Support subscriber, you will be automatically notified when maintenance releases become available.  

Satisfaction Guaranteed

We want you to be 100% satisfied with our Platinum Support. So we've implemented a few policies to make sure you're happy with our service:

1. If within 30 days of signing up for Platinum Support, you are not satisfied -- notify us, and we will give you a full refund.

2. Time will not be deducted from your account for any problem which our technician determines to be a bug in our product. We do not want you paying for mistakes that we make.

3. If you are not satisfied with the way we handled a support call, contact Mike McKinney (mikem@askSam.com) within 48 hours of the call, and the time spent on that call will not be deducted from your account.

Cost: $395.00 a year or for 5 hours whichever comes first.

We look forward to providing you with the best service and support in the business. Thank you for choosing askSam.