Last updated on: January 11, 2017
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 |
|---|---|---|
| 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*** | No | Optional |
| Pricing | FREE | USD 15.00/year**** |
*Only presales and sales questions.
**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 provided at a pre-scheduled time and date, based on availability and during Eltima Software Support Hours.
****Urgent Support Plan can be purchased by following this link.
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.
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.
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.