Eltima Software provides free interactive online and phone technical, informational and sales support services to help customers resolve issues or answer the questions they may have about Eltima Software products and/or services. None of these support services require special payment unless stated otherwise.
Any customer, who purchased Eltima Software products and/or services, is eligible for free technical and informational support for an 2 years from the date of purchase. You can find support department contact information, such as emails, online messengers IDs and phone numbers, in "Contacts" section of our websites.
The software maintenance that we provide is done by our Support Team. They are a group of highly-qualified personnel employed for providing you with a technical, informational and sales support. Because the majority of technical requests require research to be resolved, it can sometimes take us up to 48 hours to respond, though we make every effort to get back to you as quickly as possible and most queries are answered within 24 hours. Although we will do our best to respond to you as quickly as possible, sometimes the best way to get immediate answers is to search our online support resources (see below)where you can find answers to most frequently asked questions.
Eltima Software provides all the clients with a free and easy access online support resources: to Support Forums, Customer Care Center and FAQs that contain technical information and answers to commonly asked questions for each product we developed. We encourage our customers to use these resource first of all as an easy way to find answers to their questions, as well as participate in forums/ccc and ask any arising questions or share experience with other users of Eltima Software products. Also, before addressing our support team, make sure that your question is not answered by User Guide for your product. Thus, you will save us time and we will spend it on investigating actual bugs.
Since the year 2001 (the year when Eltima Software entered the market of shareware products) we have been providing free technical support to all the users, registered and not registered alike. However the flow of support requests (sometimes not directly related to our products) has recently increased considerable, there are more products, more registered clients and people using free or trial versions of our software, that we have decided to offer Support Plans for sale. This will allow us to set the priority for support staff and to provide the registered clients with the better maintenance if they need it.
We don't provide support for the products that we don't sell from our website anymore. We hope you can understand that once the product is outdated we don't offer it from our website and are unable to assign any resources on its maintenance. We are always glad to assist you in upgrading to the up-to-date version of this product or to upgrade to the product which has inherited the features you used in the old version you once purchased.
So, when ordering our software online, you can also choose between the following Support Plans:
1) Free Technical Support: we provide free technical and informational support to all trial and registered users. Free support by email is guaranteed to our registered users within 24 hours on business days (Mo-Fri) via our common support email: support@eltima.com. All the emails are queued by the order received and replied with a normal priority. Technical and informational support is provided free of charge for 2 years from a date of purchase. Beyond this period, we have a right to refuse a customer of support on the basis that warranty for our products lasts 2 years.
2) Priority E-mail Support (USD 9.95): on including this type of Support Plan into your card you get a high priority email support through a dedicated email address which is provided to you exclusively. Your emails are queued in a special folder along with the emails from other customers who selected this support plan and are replied by a technician before the emails from users in free tech support folder;
3) Premium Support Package (50% of the license cost): is available for the customers whose order exceeds USD 100 and includes the following special means of providing tech support:
- Phone Support in three languages (English, German, French) with a possibility of callbacks to any country of the world to any type of phone number;
- IM chat rooms with Eltima technical support person, testers and developers;
- a dedicated e-mail box for top-priority urgent support. Emails from the owners of this support plan are queued in a special folder that is replied to in a first turn;
- dedicated support hours which are privately scheduled with each client separately for a customer convenience.
Informational support includes any questions that are not directly related to our products but can be forwarded to us as those arising from using our products. Providing an informational support is solely our good will, it is provided to all the users, independent of a purchased support plans. We may refuse to provide informational support or request additional fee for providing information support if we feel that it will take more time, efforts or human resources than we can spare.
NOTE: sales support is still provided free of charge via sales@eltima.com email, phone, IM and callbacks. Pre-sales questions are considered being technical but not sales questions.
Eltima Software reserves the right to change its support policies at any time without notice. Changes will be posted on Eltima Software websites in the corresponding sections.