Free 60-Day Trial (Extendable): take your time to evaluate NCache. We can extend the trial for up to 180 days if needed.
NCache Architecture Demo: quickly covers common uses, architecture, major features, and deployment possibilities for NCache. Very useful for a quick start.
Tech Hand Holding: helps you quickly set up and configure NCache in various environments.
NCache Deployment Architecture: we review your application and recommend NCache features and deployment architecture.
NCache Capacity Planning: we help you figure out NCache deployment capacity based on your application’s transaction loads and performance goals.
Email/Phone Support: we are here to answer questions or do hand-holding in setting up and using NCache.
Please contact us as follows:
"Annual Maintenance and Support" includes Regular Support and "Annual Maintenance" and is included in the Annual Subscription License purchase but is purchased additionally with the Perpetual License purchased. 24x7 Support is optional and always purchased separately.
Regular Support is available during regular office hours:
You must send an email to our technical support team with details of your problems and your contact information. NCache Technical Support team will respond via email or phone in a timely fashion depending on the nature of the issue at hand and try to resolve your issue as fast as possible.
If your issue is caused by a bug in NCache, then NCache Technical Support will try to help you find a workaround to this issue until this bug is fixed and released. This bug fix will be released either in the next Public Service Pack or in the case of a critical bug and for NCache Enterprise, a Private Service Pack may be released specially for you.
24x7 Support is available only to NCache Enterprise customers and is purchased separately.
Before you call the off-hours support number, you must send an email to us with details of your problems and your contact information. Then, when you call the off-hours number, somebody will call you back within 1 hour (1 hour SLA).
24x7 Support is available only for production-related issues or other similar high-urgency issues that cannot wait until the next business day without considerable harm to your business. All other inquiries and issues are handled through Regular Support.
Annual Maintenance includes the following throughout the entire year:
Public service packs (through self-help) are also available to customers with perpetual licenses whose Annual Maintenance and Support has expired.
Alachisoft offers various support options to our clients to ensure complete satisfaction with our products. Inquiries and questions are answered in a timely manner by our experienced and knowledgeable support engineers. We provide various communication methods for our clients that suit their individual needs:
Self Service Support
Customers can search our extensive documentation, articles and online demos 24 hours a day. Our online resources provide a wealth of information on many topics and provide quick answers to the most common questions.
Presale/ Email-based Support
We work very closely with our customers to ensure they always have someone to communicate with. To contact our outstanding support personnel, please send an email to support@alachisoft.com
For NCache, we generally try to resolve the question via a quick email. However, we don't hesitate to call the customer back immediately if the problem seems more complex than what an email can handle.
Business Hours Support
We provide full service phone and email support for our NCache customers during regular office hours which are from 7am-4pm US Eastern Time.
24x7 Phone Support
For organizations with critical business needs, 24x7 support is also available. In addition to the regular office hours support, we provide our customers an off-hours support phone number to contact us for urgent issues.