(888) 822-7988

TourTools^®Support Options

TourTools Standard Support

TourTools is supported by DataVast Technologies and the TourTools support team. If you do not yet have the “Open Support Ticket” button on your TourTools Dashboard, please call (888) 822-7988 or email [email protected] to have one added at no charge. If not on a priority support/maintenance plan, a pre-paid block of hours will be required to begin work.

TourTools Priority Support Plans

Get the pro-active, priority support that you need if TourTools is a critical part of your tour operation. If you do not yet have the “Open Support Ticket” button on your TourTools Dashboard, please call (888) 822-7988 or email [email protected] to have one added at no charge.

Support Ticket Process

Bronze Plan

$435/month

priority support queue access for monitoring tasks & interacting with developers
no pre-pay requirement to open a support ticket
front-of-the-line priority for support requests
1 hour/month support hours (hours roll over indefinitely)
$175 hourly rate instead of standard $195 rate for additional hours as needed
guaranteed response time - 16 business hours
1 business strategy / training session (90-min) annually

Silver Plan

$695/month

priority support queue access for monitoring tasks & interacting with developers
no pre-pay requirement to open a support ticket
front-of-the-line priority for support requests
2 hours/month support hours (hours roll over indefinitely)
$165 hourly rate instead of standard $195 rate for additional hours as needed
guaranteed response time - 12 business hours
1 business strategy / training session (90-min) annually
1 regular rate rush request annually
quarterly report/status meeting

Gold Plan

$995/month

priority support queue access for monitoring tasks & interacting with developers
no pre-pay requirement to open a support ticket
front-of-the-line priority for support requests
3 hours/month support hours (hours roll over indefinitely)
$155 hourly rate instead of standard $195 rate for additional hours as needed
guaranteed response time - 8 business hours
1 business strategy / training session (90-min) annually
1 regular rate rush request annually
quarterly report/status meeting
quarterly enhancements & updates
50% license upgrade discount

Platinum Plan

$1,450/month

priority support queue access for monitoring tasks & interacting with developers
no pre-pay requirement to open a support ticket
front-of-the-line priority for support requests
4 hours/month support hours (hours roll over indefinitely)
$145 hourly rate instead of standard $195 rate for additional hours as needed
guaranteed response time - 6 business hours
1 business strategy / training session (90-min) semi-annually
2 regular rate rush requests annually
quarterly report/status meeting
quarterly enhancements & updates
100% license upgrade fee covered

FAQs

What if I am not on a priority support plan?

Clients not on a priority support plan are billed at the current standard rate of $195/hour, with a minimum block of 4 hours paid in advance. Response time to requests will be determined by our availability at the time.

What’s a bug?

A bug includes broken functionality, broken scripts, missing buttons or layout problems, where the code does not work as it is intended. An exception would be if we are customizing your software, it is expected there will be related tweaks and adjustments needed during testing – these are not considered bugs. Another exception would be errors related to misuse of the software (training issues), bad data entered, or IT issues that result in broken functionality (e.g. a changed password that breaks email functionality).

What’s customization?

Customization is when your workflow requires that additional or different code be implemented from the base product to accommodate your company’s specific need. We will notify you when you make a request that is considered a customization. It is expected there will be related tweaks and adjustments needed during testing of customizations – these are not considered bugs as there is a period of testing where the team makes sure the new feature is in sync with the rest of the system.

What’s an enhancement?

An enhancement is a request that is road mapped for future implementation to the base product. You have the option to wait for the new upgrade to be released at no charge, or to have that enhancement added immediately to your solution. It is expected there will be related tweaks and adjustments needed during testing of client-initiated enhancements – these are not considered bugs as there is a period of testing where the team makes sure the new feature is in sync with the rest of the system.

How are rush requests handled?

Our standard rush rate is $275/hour; rush requests are handled outside of the plan’s included hours unless applying an included rush request benefit. A rush request puts you at the front of the line and pulls in developers to address your issue after hours or on weekends. Please notify us when submitting an urgent request if it should be flagged as a rush request.

Can you tell me more about the license upgrade benefit?

The license upgrade benefit is valid only if support is maintained without interruption from date of first agreement through date of upgrade. Must have an eligible, upgradable version for the license upgrade option. Customizations and data imports are billable and will be invoiced separately at the discounted deployment hourly rate (currently $145/hour).

TourTools® Support Options