Clients will be charged Support Credits based on the types of support requests that are requested from the Tour de Force CRM Professional Services Team. Through the web support site, clients will be able to review all support requests that have been logged and the corresponding use of Support Credits.
All support requests are charged based on the time spent and the type of support request. For Standard Support Requests, each credit equals 15 minutes. Each support request is charged in 15 minute increments with a 1 credit minimum if not related to a bug or feature request.
Unused support credits will carry over from year-to-year as long as the client maintains an active maintenance plan.
If a client feels they were charged support credits when they should not have been, they can dispute the support credit charge through the web support site for further clarification. All disputes must occur within a 60 day period of when the support credits were charged.