Support Request Expectations

for those with active maintenance contract:

  • Community Forum Monitored by Staff
  • Access to Knowledgebase
  • Web based support with 3 business hour response time
  • Phone support between the hours of 8:00AM EST and 7:00PM EST (GMT -5), M-F excluding holidays
  • Access to minor updates (ie. 8.0 to 8.0a)
  • Free Upgrades (ie. 8.0 to 9.0)
  • Priority hotfix turnaround time for reported bugs

for those with expired or no maintenance contract

  • Community Forum Monitored by Staff
  • Access to Knowledgebase
  • Access to minor updates (ie. 9.0 to 9.0a)
     
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