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Gnosis Support

How to Obtain Support

The Gnosis Pro client software provides a link to the help documentation and getting started videos on the Icon bar at the top of the application.  In addition, this website provides access to our Knowledge Base and other resources on the navigation menu on the left of this page.

Gnosis live technical support is available as follows:
  • By sending an email to support @ connect4.net.
  • By calling us (if you have a phone support option) on:
    • In the USA and Canada: (408) 404-1591 option 4
    • In Australia: (03) 8652-1053 option 4
    • Elsewhere: (408) 404-1591 option 4

If you have a non-technical support matter, billing question, account or other question:

  • Send an email to customerservice @ connect4.net
  • Call us (if you have a phone support option) on:
    • In the USA and Canada: (408) 404-1591 option 5
    • In Australia: (03) 8652-1053 option 5
    • Elsewhere: (408) 404-1591 option 5

Our Technical Support Service Details

When you are getting started with Gnosis, we provide you with unlimited free support for the initial support period to help you get up and running quickly. Unlimited initial support is provided to the primary contact as listed in the table below. 

After the initial support period, we continue to offer free unlimited email support to the primary contact. Email support is defined as support requested via email.  We often will phone you in response to an email request to provide the needed support, however, this is still considered email support.  Additional support options are also available to customize support to best meet your requirements.

Support charges for additional services (if chosen) will be billed to the credit card on file for your Gnosis subscription as provided for in your Gnosis subscription agreement. Charges are billed in US dollars.

Gnosis Support Services - By Subscription Edition (Pricing in US$)
 Support Item Express Bronze Silver Gold Platinum

Free initial unlimited phone and email support for primary contact (# days provided)

14

21

30

60

90

Unlimited email support - primary contact / month

Unlimited email support included in all plans

Unlimited email support - per additional contact / month

$29

$29

$29

$29

$29

Unlimited phone support - per contact / month

$49

 $ 65

$ 84

 $ 105

incl.

Per-incident support. (phone or email) - when above options do not apply to you

$48

$ 48

$ 48

$ 48

$ 48



Support Policy

What is support? Support is defined as assisting the subscriber in performing a function provided by the software or resolving an issue with functionality provided by the software.

What is consulting? Consulting is defined as work intended to enhance or modify the operation of the software or performance of a task using the software on behalf of the subscriber. This would include development of custom reports, although, Connect4 will at its option provide up to two custom report requests per month free of charge to assist you to make the best use of your system. Subsequent report requests will be provided at the Per-incident support rate for your subscription.

A support incident
is defined as a single support issue with a Gnosis subscription and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate parts. It is possible for one incident to span multiple communications, it is also possible for phone or electronic communication to include multiple incidents.

A support Incident is not custom development, report writing, consulting, or a problem directly caused by a software bug, documentation error, or unsupported feature. If the source of an incident is determined by Gnosis Support to be a bug or documentation error, the support call will not be a support incident and no charge will be levied. If you require custom development or consulting, a Gnosis support professional will be happy to provide an estimate.

Note that an incident is considered closed once a resolution was provided via phone call or sent via electronic mail. The incident will be automatically reopened if further input is received by the customer indicating that it was not resolved.

Resolution

Once an incident is accepted by Gnosis Support, resolution of the incident shall be defined by any one of the following:
  • The response results in a reasonable solution.
  • The response results in a reasonable workaround.
  • Gnosis Support has determined the incident is related to an unsupported feature or function.
  • Gnosis Support determines the incident is an enhancement request.

Bug Determination

Bug reports are taken very seriously and are escalated to development as soon as they are reproduced in-house. If the culprit is determined to be a bug, you will be told which version it will be rectified in and you may receive a fast-track immediate hot-fix release.



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