Support Plans
 
Support Item Support Item Description Support Plans
Standard
(Free)

 

Premium Support
(1 Year)
Premium Support
(2 Years)
Support Period Starts from the day product is registered for free support or plan is bought for advanced / premium support
12 months
12 months
24 months
Online Support Email Support

 

Response Time Email response time 1-3 business days 1-2 business days 1-2 business days
Product Patches Free patch download from web site
Product Upgrades Upgrades will be available at a discounted price (%age of MSRP at upgrade purchase time) 30% Free upgrades (up to 2 major upgrades in 12 months) Unlimited Free upgrades for 2 years

Phone Support

(Receive call from us)

  • General Support hours 9:00 AM - 5:00 PM PST.
  • Technical calls escalated to senior engineers, if required, will be scheduled at a mutually convenient time.
20 free 20-minute calls, subsequent calls at $50.00 for 20-minute call (minimum). Thereafter $12.50 for 5 minutes increments. Technical calls escalated to senior engineers and scheduled at a mutually convenient time. 40 free 20-minute calls, subsequent calls at $50.00 for 20-minute call (minimum). Thereafter $ 12.50 for 5 minutes increments. Technical calls escalated to senior engineers and scheduled at a mutually convenient time.
Computer Assisted Technical Support
When required, support will be provided by conducting online GoToMeeting sessions. When required, support will be provided by conducting online GoToMeeting sessions.
Online Training
Online training at 50% discounted price ($50 per hour/ per learner. Normal charge is $100/ per learner) Online training at 50% discounted price. ($50 per hour/ per learner. Normal charge is $100/ per learner)