(888) 822-7988

TourTools^®Support Options

TourTools Standard Support

TourTools is supported by DataVast Technologies and the TourTools support team. All TourTools customers can receive support by calling (888) 822-7988 or by emailing a support request to [email protected] to open a ticket. If not on a priority support/maintenance plan, a pre-paid block of hours will be required to begin work.

Send a Standard Support Request

TourTools Priority Support Plans

Get the pro-active, priority support that you need if TourTools is a critical part of your tour operation.

Send a Priority Support Request

All priority support plans are annual agreements, billed monthly or annually, and paid via ACH or credit card.

All priority support requests should be submitted as separate emails with separate issues only to [email protected] (please do not copy any other team members).

Economy Class

$395/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 hours/month support hours (hours roll over indefinitely)
$165 hourly rate instead of standard $180 rate for additional hours as needed
guaranteed response time - 16 business hours
1 business strategy / training session (90-min) annually

Standard Class

$675/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)
$160 hourly rate instead of standard $180 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

Business Class

$1,295/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 $180 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

Premium Class

$1,995/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
5 hours/month support hours (hours roll over indefinitely)
$150 hourly rate instead of standard $180 rate for additional hours as needed
guaranteed response time - 8 business hours
1 business strategy / training session (90-min) semi-annually
2 regular rate rush requests annually
quarterly report/status meeting
quarterly proactive bug fix push
ongoing server stability monitoring
50% license upgrade discount

First Class

$2,795/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
8 hours/month support hours (hours roll over indefinitely)
$145 hourly rate instead of standard $180 rate for additional hours as needed
guaranteed response time - 4 business hours
1 business strategy / training session (90-min) quarterly
1 regular rate rush request quarterly
monthly report/status meeting
quarterly proactive bug fix push
ongoing server stability monitoring
updates to TTO required by release of new web browsers
updates to TTO as security updates are released (PHP and supporting applications)
updates to TT required by updates to Windows OS security (PHP and supporting applications)
updates required by changes to the credit card gateway security
100% license upgrade discount
dedicated developer

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 $180/hour, with a minimum block of 4 hours paid in advance. Response time to requests will be determined by our availability at the time. Any needs should still be submitted as separate emails with separate issues to [email protected]

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. Mistakes related to user data entry and/or IT issues can also result in behavior that appears to be a bug when it is not. In general, clients are not charged for bug fixes if they have an active support plan, if the problem is a result of something DVT did or something DVT broke while trying to fix a different issue.

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.

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 per your chosen option.

How are rush requests handled?

Our standard rush rate is $300/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 $95/hour).

TourTools® Support Options