Annual Technical Support Plans allow for an unlimited number of incidents over the term of the plan. Thus annual plan members may call in as many times as they need to. However, Gavel and Gown reserves the right to limit the number of calls being placed by clients if they are deemed to be excessive when compared to the average monthly calls per customer.

Think of an "incident" as the solution to a problem on which you ask our help. Normally handled in a single phone call, but it may take several. Or you may raise two or more incidents in a single call. An incident is not "closed" until the problem is resolved. An "incident" is defined as any single product performance issue on which support is requested that cannot be broken down into subordinate problems. An incident is limited to 20 minutes of customer service talk time after which another incident is commenced. An incident can be handled by telephone, fax or e-mail.

Our technical support representatives will clearly identify with you each time you raise an incident, when it is closed, and how many you have left. If you have any questions about your incidents, just ask them.

In every call we have with you we will do our best to ensure that you receive the complete assistance you require. Normally this can be done within about 15 minutes. When you call with a problem or a question, we will not only answer your questions, we will also help you locate extensive written sources of information such as our product manuals, online documentation, the searchable knowledge base and the Technical Resource Guides on our website. These materials help us to provide a high level of service to all our clients.

Annual Technical Support Plan members can use our e-mail service for general questions. While it can be used for anything, we find it most effective for questions about features or "How To" types of inquiries. These are usually of a non-critical nature that do not require an immediate response but can be answered the next business day.