|
|
|
Hilgraeve Inc. Software Support Policy |
|
|
|
|
Support Policies for Commercial Software:
Phone Support:
- 60 days complimentary support is provided from date of purchase.
Customers must register their software to be eligible for complimentary support.
- Additional support may be obtained through a support contract, or by purchasing per incident support.
Support incidents can be purchased for $29.95 per incident
for all products except DropChute Enterprise.
DropChute Enterprise has a per incident charge of $49.95. Please contact our sales team for more information.
- Automation consultation, script conversion, firewall configuration,
and issues outside the scope of Hilgraeve products are not considered incidents. These
services are charged at their established rates.
Email Support:
- Email support is
available during the 60 days complimentary support period following
purchase. Customers should complete an on-line form that contains the information our
support staff needs to solve any problems quickly.
- Eligible requests will receive a response within 2 business days.
Web Support:
- Web support consists of a products knowledgebase
and an online discussion forum. Web support is complimentary and unlimited.
We provide knowledgebase articles and online discussion groups that enable customers to
ask questions of our online community.
Support Policies for Trial
Software
Trial software includes support for the duration of the trial period.
Support is limited to pre-sales questions only. Customers must register their
trial software to be eligible for free support.
Support Policies for Free
Software
Support for free software is limited to web support (knowledgebase and
discussion forum) only. There is no email or telephone support available
for free software. Customers may purchase support for free software on a
per incident basis.
|
