Support FAQ
Frequently Asked Questions about Licensing and Support
What support options do I have for TRIAL and COMMUNITY?
For unlicensed users and computers (TRIAL / COMMUNITY modes), we provide best effort support using our community forums.
Note: Our support is for PolicyPak only, and not general Group Policy questions. If you are having trouble with Group Policy in general, we recommend www.GPanswers.com/community.
What support options do I have for LICENSED users and computers?
For licensed users and computers, you are entitled to use the community forum as well as directly emailing your questions to support.
What do I get with product maintenance?
Product maintenance entitles you to:
- Phone support for initial installation and licensing issues
- Email support for any "day to day" issues and
- Unlimited updates (if you've purchased PolicyPak Professional with PolicyPak Design Studio)
- Unlimited updates for PolicyPak PowerPaks (Factory Paks) are within the "point revision" you have purchased. See more about product updates for our-pre built PowerPaks in another FAQ answer below.
Is Product Maintenance optional?
Product Maintenance is 100% included for all PolicyPak PowerPaks (Factory Paks) like PolicyPak for Adobe Acrobat Reader. Once you purchase your PolicyPak PowerPak you own it for the number of user licenses you have purchased. See our very important note below about "product sunsetting" a little later to get the full understanding of our PolicyPak PowerPak support.
For PolicyPak Professional ongoing maintenance is a low 3$ per computer, per year based upon quantity. You must purchase Product Maintenance for PolicyPak Professional on all licensed computers. However, the very first year a PolicyPak Professional computer license is purchased, product maintenance is included.
What is Premier (Phone) Support?
If you have a problem, we want you to get it fixed as fast as possible. Premier Support is a flat-fee paid service to help you speed your way to a resolution. Instead of emailing, you may call for technical support. You leave a message, and we'll call you back.
When we start the call, you'll need to provide your credit card. All support calls to PolicyPak technical support are $97 flat rate for as long as it takes. We can handle support calls for:
- Designing your own PolicyPaks
- Troubleshooting PolicyPak application
- Errors and issues
If, after troubleshooting your issue, it is determined that you have found a bug or other genuine issue with our software, we will refund your $97 -- while you're on the call.
What kind of support do I get when I buy a pre-configured PowerPak PowerPak? And what is the Product Sunsetting policy for PowerPaks?
This is best described by a working example. For instance, let's say you need to support 300 users who need control of Winzip 11. So, you purchase 300 user-based licenses of our PolicyPak for Winzip 11.
When Winzip 12 comes out, we will continue support for WinZip 11. If you find any errors in how our Pak functions, we'll fix it. No charge. That is, until WinZip 13 comes out.
Now, WinZip 13 is TWO revisions ahead of WinZip 11.
When WinZip 13 comes out and we produce a PowerPak for it) we will stop supporting our PowerPak for WinZip 11. But -- good news. We will then provide you an "unlimited use" license for WinZip 11. So, this way, you can keep using your investment, even when we've moved on to support other products.
What kind of support do I get when I buy a PolicyPak Professional with PolicyPak Design Studio?
This is easy.The latest version of PolicyPak Professional is always available for download. If there's a necessary update to the management console components or CSE (client-side-extension), then those updates are always included as part of your software maintenance fees. As soon as any updates are ready, we'll let you know.
Just download, and go enjoy the new features !
Additionally, all customers are ENCOURAGED to send your wishes to us, so we can build extra functionality into PolicyPak Professional and the PolicyPak Design Studio.
Can I purchase more licenses for my product?
Absolutely. You must "true-up" at least once a year in order for PolicyPak to continue to function. For more on purchasing licenses, see our FAQ for licenses.
