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Gnosis SupportHow to Contact Us for Support
Gnosis technical support is available:
- By logging a support ticket on this website
- By sending an email to support (same as logging a call on the website)
- By calling us on 408-404-1591 option 4
If you have a non-technical support matter, billing question, account or other question, please contact us using one of the following options
- Send an email to customerservice @ connect4.net
- Call us on 408-404-1591 option 5
Our Technical Support Service Details
When you are getting started with Gnosis, we provide you with unlimited free support 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. Additional support options are also available to customize support to best meet your requirements from time to time.
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 |
| Support Item |
Express |
Bronze |
Silver |
Gold |
Platinum |
|
Initial unlimited support for primary contact (days)
|
14 |
21
|
30
|
60
|
90
|
|
Unlimited email support - primary contact / month
|
Unlimited email support included in all plans
|
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Email support - per additional contact / month
|
$29 |
$29
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$29
|
$29
|
$29
|
|
Unlimited phone support - per contact / month
|
$49 |
$ 65
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$ 84
|
$ 105
|
incl.
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Per-incident support - (when above options have not been purchased)
|
$48 |
$ 48
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$ 48
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$ 48
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$ 48
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Support Request Approval Control
Administrators for a Gnosis account may respond to and/or pre-approve support requests submitted by their users. This effectively allows organizations to use the Gnosis ticket tracking system to track and manage their internal support requests for Gnosis activity and to on-forward/approve requests to be handled by Gnosis support. Please log a support ticket to request this service. There is no charge for setting up or running this service.
Support Policy
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 or 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 or hot fix it will be rectified in.
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