Product Support
Support and upgrades for your products
We have designed a support package to provide a way of lowering the total cost of ownership of our products, making it easy for people to continue as users, with the minimum of fuss.
We charge for support and upgrade packages so we can continue to employ top developers and provide quality support. Our products are under constant development, so we continue to develop and supply quality tools. Most people, therefore, find it beneficial to pay a little more initially, so they have continuous access (for the life of the package) to the best products for the job.
Purchasing a support package provides you with free upgrades for major releases, as well as priority support.
Upgrades
For the duration of the support package you will not need to pay for upgrades. This benefits owners of support packages in two ways:
- The users of the software can receive the latest version of the software when it comes out, with none of the fuss or delay that can occur when having to go through another purchasing process. The internal hassle and cost associated with buying software upgrades is often high, and by having a support package, this cost is completely removed.
- The cost of support is less than the cost of paying for the upgrade when it comes out. It is likely that a support package will save you money.
Support
For the duration of the support package, you will receive support on the use of the products. This means that we will do our best to answer any questions by email and, if necessary, by telephone or video conference. We normally resolve problems within 24 service hours.
If you haven't purchased support, we will do our best to answer the questions via our forums. This means that other people who have a similar question will be able to benefit from seeing the answers. However, we make no guarantee that forum questions will be answered, or that the answers given are correct (if another user answers the question, for example).
Administration
When support has been purchased, this is recorded in our internal systems and in the purchaser's purchase documents. This allows us to send all support owners an up-to-date license whenever a new version comes out. It also allows us to evaluate whether a support request is backed by a support package. This means that support owners need take no active steps to receive support, since it is all handled by our internal systems.
Purchasing support and upgrades
Support and upgrade packages can be purchased when you buy any of our products. They generally cost 25% of the current list price.
If you want to purchase an upgrade, please use our online Upgrade Center.
If you need to renew an existing support package, please contact us.
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