Every Report Runner license includes 24×7×365 support at no additional cost. For organizations requiring faster response times, hands-on assistance, and direct phone access to our support team, Infinity Care offers three tiers of enhanced support tailored to your operational needs.
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STANDARD (INCLUDED FOR ALL SOFTWARE PRODUCTS):
- Availability: 24×7×365 (2-4 hour response time; typically much faster)
- Help Desk Ticket: Required — user must open a ticket via our portal or email support [at] reportrunner.com
- Log File: Required — user must locate and attach the relevant log file to their ticket
- Phone Support: At our discretion
- Remote Support: At our discretion
- Crystal Reports Guidance: At our discretion
- Cost: Included with all licensing
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Our Infinity Care plans are available exclusively with Premier Infinity licensing. Features and pricing below represent a general starting point — every Premier Infinity engagement is tailored to the customer's environment and operational needs.
INFINITY CARE - SILVER:
- Availability: 24×7×365 (2-4 hour response time; typically much faster)
- Help Desk Ticket: Optional — a live support representative is available 24×7×365 to open tickets on your behalf by phone; users may also submit tickets directly via our portal or email support [at] reportrunner.com
- Log File: Optional — users may request that Support connect remotely to locate and analyze log files; users may also attach log files to tickets directly
- Phone Support (*): Included — a live support representative is available 24×7×365; Support will return your call and/or connect remotely to assess the situation
- Remote Support: Limited — Support will connect remotely upon request to analyze the situation and give recommendations to fix
- Crystal Reports Guidance: Included — we will advise on report-related issues; this does not include report development or Crystal Reports consulting
- Cost: Premier Infinity licensing + $15/user/month
INFINITY CARE - GOLD:
- Availability: 24×7×365 (1-2 hour response time; typically much faster)
- Help Desk Ticket: Optional — a live support representative is available 24×7×365 to open tickets on your behalf by phone; users may also submit tickets directly via our portal or email support [at] reportrunner.com
- Log File: Optional — users may request that Support connect remotely to locate and analyze log files; users may also attach log files to tickets directly
- Phone Support (*): Included — a live support representative is available 24×7×365; Support will return your call and/or connect remotely to assess the situation
- Remote Support: Included — Support will connect remotely upon request to analyze the situation, give recommendations to fix and/or fix it ourselves if it's mainly a Report Runner setting
- Crystal Reports Guidance: Included — we will advise on report-related issues; this does not include report development or Crystal Reports consulting
- Cost: Premier Infinity licensing + $30/user/month
INFINITY CARE - PLATINUM:
- Availability: 24×7×365 (1 hour response time; typically much faster)
- Help Desk Ticket: Optional — a live support representative is available 24×7×365 to open tickets on your behalf by phone; users may also submit tickets directly via our portal or email support [at] reportrunner.com
- Log File: Optional — users may request that Support connect remotely to locate and analyze log files; users may also attach log files to tickets directly
- Phone Support (*): Included — a live support representative is available 24×7×365; Support will return your call and/or connect remotely to assess the situation
- Remote Support: Included+ — Support will connect remotely upon request to analyze the situation and fix most any issue if given proper access (Windows permissions, add/fix DSN issues, minor Crystal Reports checks/tweaks)
- Crystal Reports Guidance: Included — we will advise on report-related issues; this does not include report development or Crystal Reports consulting
- Cost: Premier Infinity licensing + $45/user/month
(*) Phone Support Addendum: Our Report Runner log files provide the diagnostic detail needed to identify and resolve virtually any issue. While every Infinity Care plan includes access to a live support representative by phone, log file analysis is always the first step in our support process. Initial phone support ensures that a real person will answer your call 24×7×365, log a ticket, and coordinate remote access to the relevant machine. From there, our team works from the log file to diagnose and resolve the issue. We do not offer phone-based troubleshooting in the traditional sense — our support team cannot effectively advise on an issue without first reviewing the log data. This is by design: we have invested over 15 years engineering our log files to give our support team complete visibility into exactly what is happening in any given situation. This approach allows us to resolve issues faster and more accurately than a phone conversation alone ever could.
Billing & Payment Terms: Infinity Care plans require an annual commitment, prepaid annually. All pricing is in USD.
