$75.00 per incident
A Kreko Pay-Per-Incident Support plan provides your business comprehensive technical support with any issues you may have with your DotNetNuke portal. This plan is ideal for troubleshooting DNN installation and upgrade issues, third-party module installation issues, database and file backup and restore issues.

What constitutes an incident?
An "Incident" is defined as the service event starting from the initial customer call until closure, or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message. While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as an additional incident. An incident may involve multiple phone calls or emails. Our engineers are responsible for determining what characterizes a single support incident and for communicating this information to clients. Our Support Engineers always make reasonable efforts to resolve the issue but Kreko cannot guarantee all issues are resolved.

What defines a resolved incident?
Once an issue is accepted as being within the extent of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue.
• Providing a reasonable work-around to the issue.
• Determining that the issue is in fact an enhancement request and forwarding the request to the product management team.
• Escalating the incident/bug to the development team for review.

• Helping you with the documented features of DNN software products, including how these features can be used.
• Helping you troubleshoot unexpected behavior encountered while using these features.
• Helping you understand how the products works - not directly implementing the product features in your projects.