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technical support - command care information

Technical SupportCommand introduces 3 levels of Technical Support

Silver Level: All Command customers will have an impressive array of support options available to them at no cost for the length of their update and upgrade term:

  • Unlimited definition file updates for the length of the license agreement.
  • Software program upgrades (includes patches and functional improvements).
  • Unlimited access to our web-based support including FAQ's, Virus Database, and Knowledgebase.
  • Virus Alerts and Newsletters that contain the latest virus and product news.
  • Telephone support Monday through Friday from 8 a.m. to 8 p.m. (EST) on a pay per incident basis (see below for pricing)
  • One free telephone support incident (via non toll-free number) for installation-related issues (excludes $24.95 download product).

    You also have the option of "Pay As You Go" Silver support at the following rates:

    Single User:

      $34.95 per incident (unlimited calls until some resolution of technical issue)
      $89.95 for package of 3 incidents
    Corporate (defined as having at least one server):
      $79.95 per incident
      $249.99 for package of 5 incidents
      $495.99 for package of 10 incidents


    Gold Level: This level includes the above plus:

  • Unlimited telephone and e-mail support (via non toll-free number) Monday through Friday from 8 a.m. to 8 p.m. (EST).
  • 24 hour by 7 days a week emergency response (meaning actual virus threat).

    Gold support is available for a minimum of $399 per year (unlimited contacts and licenses - no discounts).




    Platinum Level: We encourage Command customers to choose our Platinum level of service. Command's Platinum service offers customers the full package of support services. Customers can elect to pay an annual fee and receive the following premium support services (in addition to all above):

  • Priority placement in separate telephone queue for technical support calls.
  • A dedicated Toll-Free "800" number reserved just for Platinum customers.
  • Personalized Tech Support Team - Your account will be assigned to a team of four technicians who will learn your particular support needs. This will improve overall response time with focus on your issues.
  • Priority notification of definition file updates with separate download area to ensure fast access.
  • Priority notification of software updates.
  • Customized Platinum-support web page with information geared to your issues.
  • Participation in special focus groups for product enhancement requests.
  • The opportunity to participate in software BETA test programs.
  • Discounted on-site support rates.

    Please contact the sales representative in your area for more information on our Platinum support package.



    NEW! Command Software is proud to introduce our newest level of technical support, Titanium Command Care. For more details on this premium service, please contact your sales representative.


    Click to contact Technical Support

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