What are the maintenance terms?
When purchasing our product you can opt for either of the following:
1) Free Email Support (cost: FREE; duration: until the new major version is released) is included by default and gives you the right for free technical and informational support by email. It usually takes us less than 24 hours on business days (Mo-Fri) to reply to email support requests. To get free support just email to: support@eltima.com or contact us via online contact forms. All the emails are queued by the order received and replied to with a normal priority. Difficult technical issues can take up to 48 hours for investigation.
2) Urgent Email Support (Cost: USD 9.95; duration: until the new major version is released): on including this type of Support Plan into your cart you get a high priority email support through a dedicated email address which will be provided to you exclusively. You will get urgent email support, prior to all those users who selected free technical support.
3) Priority Support Plan (Cost: USD 19.95 or USD 29.95 depending on the license type; duration: 1-year recurring subscription) gives you the right to get high-priority technical support in any of the following ways:
- IM chat rooms with Eltima technical support manager (you can choose between AIM, ICQ, MSN, Skype, Yahoo);
- a dedicated email box for getting priority support via email. Emails from the owners of this support plan are queued in a special folder that is replied to before all;
- dedicated support hours which are privately scheduled with each client personally for the customer’s convenience.
4) Premium Support Plan (Cost: 50% of the license cost; duration: 1-year recurring subscription) is available for the licenses valued over USD 150 and includes the following special means of getting support:
- Phone Support in two languages (English, German) 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 email box for top-priority urgent support. Emails from the owners of this support plan are queued in a special folder that is replied to before all;
- dedicated support hours which are privately scheduled with each client personally for the customer’s convenience.
Sales and pre-sales support is provided free of charge via sales@eltima.com email, online contact forms, online Live Chat; any phone on our website, instant messengers or by requesting a callback. Note: technical questions are not considered being pre-sales ones and should be forwarded to support@eltima.com