Support Policy v2.1

Last updated on: April 7, 2016

Eltima Software is the company that strives to provide a highly personalized level of service to help our customers make the best use of our software products through effective and responsive support. This mission is backed by two Support Plans: Standard and Urgent.

Also for corporate licenses available are Custom Support Plans that can be tailored to meet specific business needs. Contact us for more details.

Support Plans Comparison

Description Standard Urgent
Live Chat Support (available on the product/purchase pages) Yes Yes
Email Support Public mailbox Dedicated mailbox
Response Time by Email, business hours 16 4*
Forum Support Yes Yes
Eltima Wiki Yes Yes
Sales Support by Phone Optional Optional
Remote Debugging** Optional Optional
Pricing FREE USD 15.00/year***

*Inquiries under Urgent Support Plan should be made to the dedicated email address for getting urgent support via email. This dedicated email address will be made known to you once you’ve purchased Urgent Support Plan.

**Remote debugging is limited to problems that can’t be resolved by email and provided at a pre-scheduled time and date, based on availability and during Eltima Software Support Hours.

***Urgent Support Plan can be purchased here: http://eltima.com/usp/

Support Hours

Support is provided in English during CET – Central European Time – business hours: Monday through Friday, 8:00 a.m. to 5:00 p.m., CET, excluding holidays.

Note: After-hours support is available on customer’s request and limited to critical problems only.

Support Eligibility

Technical support is provided for issues that are demonstrable and reproducible in the currently shipping release(s) of Eltima Software products, running unaltered, and on a hardware and operating system configuration, as specified in program documentation.

Disclaimer

Eltima Software makes no warranty or guarantee regarding the resolution of technical issues. Customer Support is a service that offers our customers the ability to interact directly with an Eltima representative, who will strive to assist in answering questions, resolving technical issues and addressing usage, installation and configuration matters.

In addition, our response times may be affected if a customer fails to provide requested information and/or refuses to provide Eltima with remote access to the customer`s relevant network(s) or system(s), as applicable. We make our best effort to resolve problems as expeditiously as possible.

Tip: See also: Refund Policy.

Urgent Support Plan replaces legacy Priority Support Plans

Beginning from July 2012, customers with existing Urgent Email Support and Priority Support Plan will receive all benefits of Urgent Support Plan, with no additional steps required.

Tip: Previous Support Policy (v.1.0) can be found here.