Per-Incident Support

HylaFAX Per-Incident Support

In addition to our annual support plans, iFAX Solutions offers per-incident support. You get the same high quality of service from our HylaFAX experts when a support plan is not needed. Many of our customers find it an ideal way to take a test drive of our support services, and later decide if Annual Support makes sense for them.

What to Expect

A support engineer will assign a Case ID to you, and support will be provided using a combination of email, telephone, and SSH/VPN access. Our work will be documented, and sent to you by email upon completion.

Our engineers are most efficient when they have direct access to the server in question and can work independently. However, in situations where remote access is impossible, we can arrange to dictate keystrokes to you. Also, if you’d prefer to be involved in each step of the process via a conference call or using a desktop sharing technology such as VNC or WebEx, we can do that too.


Our engineers will work for you at the flat rate of $150 per hour.

To begin or for more information

Our Sales Department will quickly review your situation and estimate how many hours will be required. You decide how much time you would like to pre-authorize, fax us a completed Per-Incident Support Form, including details of a major credit card (AMEX, Visa, MasterCard, Discover), and we’ll get to work.

First, please complete and return (by fax or email) the authorization form to begin support.

Download Authorization Form

Phone: 215-825-8700 ext. 2
Fax: 215-243-8335
Hours: Monday – Friday from 8:30am – 5:30pm EST.
Email: Support Inquiries

* Please note that priority will be given to our Annual Support customers, and as such we may not be able to begin working on your issue immediately.