Bestsellers
ReplaceMagic - Premium Support
Details |
||
|---|---|---|
| Premium Support |
We offer Premium Support, which, in addition to standard email support (included with all licenses), provides access to phone and/or screen-sharing sessions with the ReplaceMagic team. Premium Support can be purchased HERE or via our shop page. In the purchase form, simply enter the number of support hours you require in the quantity field. The rate is $200 per hour. For example, entering a quantity of 2 will provide 2 hours of Premium Support. | |
| OnCall Duty |
Example for OnCall duty: you are running migration and fixing of links over the weekend starting on Saturday 00:00 UTC with planned finish time Sunday 00:00 UTC. To have ReplaceMagic team available, we offer OnCall duty which is reserving team for needed period.
Price for OnCall hour is $100/hour and in case that we are called there is surcharge for working hours of $100/hour Example calculation:
As this had to be aligned in advance with us (we might not have capacity) please contact ReplaceMagic team over support[@]replacemagic.com as soon as you have timelines for your activities. | |
| Standard Support | With every purchased ReplaceMagic license we offer standard support which includes email support with response time of 24h during working days. | |
Remark: In case that you need premium support please contact us over support[@]replacemagic.com so that we can setup a call with you. To save time that you have with premium support please prepare your question in advance as this is in your interest. Any started hour of premium support is counted as a full hour.
What a Premium Support Session Covers
Premium Support sessions are conducted via phone and/or screen sharing with a member of the ReplaceMagic team. A session can cover any aspect of your migration or ReplaceMagic configuration. Common topics include:
- Installation and initial configuration help
- SharePoint authentication troubleshooting (Online, MFA, App-Only, Legacy)
- Optimising parallel processing settings for your specific hardware
- Reviewing scan results and helping design the right search/replace rules
- Complex migration scenario planning
- Diagnosing and resolving skipped documents or processing errors
- Post-replacement verification guidance
Sessions are booked on demand. Contact support@replacemagic.com to arrange a time. Please prepare your questions in advance so the session time is used efficiently — any started hour is billed as a full hour.
OnCall Duty — For Weekend and Overnight Migrations
Many organisations run large migration projects outside business hours to minimise disruption. The ReplaceMagic OnCall service gives you guaranteed access to the team during a specific migration window — whether that is a weekend, an overnight run, or a public holiday cutover.
The OnCall model works as follows:
- You reserve the ReplaceMagic team for a specific migration window (e.g. Saturday 00:00 – Sunday 00:00 UTC).
- Reservation fee: $100/hour for the reserved window, regardless of whether the team is called.
- Active engagement fee: an additional $100/hour applies only when the team is actively helping you.
- Example: a 24-hour OnCall window ($2,400 reservation) plus 5 hours of active work ($500) totals $2,900.
- OnCall must be booked in advance — availability for weekend slots is limited and allocated on a first-come, first-served basis.
- Contact support@replacemagic.com as early as possible with your planned migration dates to confirm availability.
How to Purchase Premium Support
- Visit the Premium Support purchase page and enter the number of hours you require in the quantity field. The rate is $200 per hour.
- Hours purchased for email top-up support are valid indefinitely — there is no expiry.
- For OnCall engagements, contact us before purchasing to confirm availability for your planned window.
Standard Support (Included with Every License)
Every ReplaceMagic license includes standard support at no additional cost:
- Email support with a 24-hour response target on working days.
- Help documentation and video tutorials available free of charge.
- Community knowledge base and migration guides at www.replacemagic.com/blog.
