Superior and efficient support is our goal with the launch of the new TWT. It is because of this that we have decided to take a long hard look at our support policies and change them accordingly. Effective with the launch of the new site, we will be changing our support policies as noted below.
TWT will no longer offer the support point system and will start providing FREE basic support for 1 year with the purchase of a license. Additionally, you can renew the support, or the support and access to updates for standard licenses, on a yearly basis after that. We will also start considering phone support as priority support and each license will include a certain amount of priority support as well. As an example, standard and owned licenses will come with 30 and 60 days of priority support respectively. Additionally priority support will be available at standard rates to be determined. You will still be able to call in and open or update a ticket over the phone although we will no longer offer over the phone troubleshooting with standard support.
Basic Support - This includes email, ticket and live help support. Tickets can be created by emailing either firstname.lastname@example.org to reach the support department or email@example.com to reach the sales department. Keep in mind that it is always a good idea to use the email address associated with your account so that we can access your licenses and records. Tickets can also be created from the "My TWT" account area. You must login to create a ticket or check the status of existing tickets. Support is available via live help during normal office hours.
Priority Support - Phone support is provided during our office hours via our toll free phone number at 1-800-673-4898 and our international number at 1-858-524-7606. Additionally for those who are unable to utilize our toll free number, we also offer our "Ring Me" service which will call you and then connect you directly to our staff. For more information on "Ring Me" feature please visit our support or contact us page. All licenses come with at least 30 days of free priority support initially and additional access can be purchased if needed.
Please contact us if you should have any questions about the new policies.
Friday, April 6, 2012