Support

Free, "Best Effort" support for all products is available in the forums and is provided on a best-effort basis.

Those with Premier Support can review their order which describes their entitlement and describes support phone numbers and procedures.

Frequently Asked Questions about Licensing and Support

What do I get with Premier Support?
With Premier Support you can pick up the phone and call for support up to 5 times per year for any product you've added on Premier Support.

What do I get with Upgrade Assurance?
With Upgrade Assurance any bug fix, new release, or upgrade is automatically available to you at no additional cost.

How much is Premier Support and Upgrade Assurance?
Premier Support and Upgrade Assurance pricing is based on a percentage of the product price. Since the pricing gets lower per seat, the more seats you order for a particular product, the lower per seat price of Premier Support and Ugprade Assurance.

Can I purchase more licenses for my product?
Absolutely. Anytime you discover you are outside compliance, simply Login to your account and purchase additional licenses. Note, however, if you have paid for Upgrade Protection and/or Premier Support, you must ALSO buy licenses for those options during checkout.

I have lots of licenses for one particular PolicyPak. Can I buy Premier Support for just ONE (or a few) license(s)?
If you want Premier Support, you must buy it for all your licenses for any particular PolicyPak. Therefore, if you buy 500 licenses on Jan 1st and then 10 licenses on Mar 1st -- you would own 510 licenses. If you wanted Premier Support for that PolicyPak, you would need to purchase support for all 510 licenses.

I have lots of licenses for one particular PolicyPak. Can I buy Upgrade Protection for just ONE (or a few) license(s)?
If you want Upgrade Support, you must buy it for all your licenses for any particular PolicyPak. Therefore, if you buy 500 licenses on Jan 1st and then 10 licenses on Mar 1st -- you would own 510 licenses. If you wanted Upgrade Protection for that PolicyPak, you would need to purchase Upgrade Protection for all 510 licenses.

Why is there an extra "reinstatement fee" if I purchase Premier Support or Upgrade Protection after the original purchase date?
If you purchase either Premier Support or Upgrade Protection after your initial purchase,  you will get a year's worth of Premier Support and/or Upgrade Protection from that inirial day. However, there is a "reinstatement fee" to "catch up" the lost time you've owned the software.

 Here is how the reinstatement fee is calculated:

< 90 days = 10% of product cost
91-180 days = 20% of product cost
181 – 365 days = 30% of prod cost
>365 days = 50% of product cost