Eltima Software is the company that strives to provide its customers with first-level support. That`s the goal we have been approaching since the company start in 2001 and which we are still dedicated to. 80% of Eltima Software employees are engaged in support directly or indirectly.
We realize that not only the quality of our software products and releasing new updates are important to our users, but first of all how we treat them and how fast we respond to their requests. One of the company`s main priorities is establishing long-lasting and loyal relationships with its clients.
Eltima Software guarantees:
- Friendly, thorough and free replies to absolutely all emails (no matter whether they are from trial version or registered version users);
- Quick and profound technical support within 24 hours (or within 48 hours if the problem needs technical investigation);
- Taking your calls to our company`s four telephone lines in a polite and helpful manner;
- Forwarding unusual technical issues and custom feature requests to developers and notifying you about the status of your request;
- Readiness to take your comments into consideration. We believe it to be the only way to move forward whatever business you are in.
We seek to constantly improve the company`s performance at all levels. And sure, we’ll be inspired by your approving notes.
What else can we offer?
Free and timely email support is provided to all users (registered and trial users alike) in order to ensure you get the upmost of our software products. From our experience, some of you would like an immediate support, preferably from a live person. We understand this need and are glad to provide you with the support in a way you prefer it.
The good news is that we have recently introduced the extended Support Plans. Now when purchasing our product you can opt for either of the following Support Plans:
Free Email Support (cost: FREE; duration: until the new major version is released):Â 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:Â 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.
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.
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.
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 English 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
Note that Live Chat service offers technical support as well as sales and pre-sales one. However this is not 24/7 option, because it is provided by live people, so they are online and ready to help during CET business hours.