As of March 26, 2008, Elevate Software has switched from free electronic support and minor releases to paid support plans. The details are described below. Any existing customers as of the March 26, 2008 introduction date will be automatically grandfathered in with access to any existing ElevateDB or DBISAM releases, so there will be no interruption in the availability of any existing releases. However, this only applies until the next minor ElevateDB and/or DBISAM release, after which you must have a current support plan in order to gain access to the new releases.
Elevate Software offers direct email and phone support as part of our support plans, and free peer-to-peer support via our support newsgroups. Elevate Software will also provide support for those evaluating any trial versions of our products. However, we require that you plainly identify any support questions for the trial versions as pre-sales questions when sending us email or phoning us.
Support Plans
A 1-year, free support plan is automatically included with every Elevate Software product purchase. The 1-year period is calculated using a 365-day rolling window. Each support plan includes direct email and phone support, as well as both minor releases and bug fix builds. The support plans are organized around each product, with separate support plans for both the ElevateDB and DBISAM products. Each support plan automatically covers all minor releases within the support plan 1-year window, and all releases prior to the 1-year window of the support plan.
The following is a list of the support plans and their costs:
| Plan ID | Description | Cost |
| DBISAM-CLX-CS-SRC-SUPPORT | DBISAM CLX Client-Server with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-CLX-CS-SRC product. | $99.00 |
| DBISAM-CLX-CS-SUPPORT | DBISAM CLX Client-Server Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-CLX-CS product. | $99.00 |
| DBISAM-CLX-STD-SRC-SUPPORT | DBISAM CLX Standard with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-CLX-STD-SRC product. | $59.00 |
| DBISAM-CLX-STD-SUPPORT | DBISAM CLX Standard Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-CLX-STD product. | $59.00 |
| DBISAM-ODBC-CS-SRC-SUPPORT | DBISAM ODBC Client-Server with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-ODBC-CS-SRC product. | $99.00 |
| DBISAM-ODBC-CS-SUPPORT | DBISAM ODBC Client-Server Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-ODBC-CS product. | $99.00 |
| DBISAM-ODBC-STD-SRC-SUPPORT | DBISAM ODBC Standard with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-ODBC-STD-SRC product. | $59.00 |
| DBISAM-ODBC-STD-SUPPORT | DBISAM ODBC Standard Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-ODBC-STD product. | $59.00 |
| DBISAM-VCL-CS-SRC-SUPPORT | DBISAM VCL Client-Server with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-VCL-CS-SRC product. | $99.00 |
| DBISAM-VCL-CS-SUPPORT | DBISAM VCL Client-Server Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-VCL-CS product. | $99.00 |
| DBISAM-VCL-STD-SRC-SUPPORT | DBISAM VCL Standard with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-VCL-STD-SRC product. | $59.00 |
| DBISAM-VCL-STD-SUPPORT | DBISAM VCL Standard Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any DBISAM-VCL-STD product. | $59.00 |
| EDB-DAC-CS-SRC-SUPPORT | ElevateDB DAC Client-Server with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any ElevateDB-DAC-CS-SRC product. | $159.00 |
| EDB-DAC-CS-SUPPORT | ElevateDB DAC Client-Server Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any ElevateDB-DAC-CS product. | $159.00 |
| EDB-DAC-STD-SRC-SUPPORT | ElevateDB DAC Standard with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any ElevateDB-DAC-STD-SRC product. | $99.00 |
| EDB-DAC-STD-SUPPORT | ElevateDB DAC Standard Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any ElevateDB-DAC-STD product. | $99.00 |
| EDB-VCL-CS-SRC-SUPPORT | ElevateDB VCL Client-Server with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any ElevateDB-VCL-CS-SRC product. | $159.00 |
| EDB-VCL-CS-SUPPORT | ElevateDB VCL Client-Server Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any ElevateDB-VCL-CS product. | $159.00 |
| EDB-VCL-STD-SRC-SUPPORT | ElevateDB VCL Standard with Source Code Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any ElevateDB-VCL-STD-SRC product. | $99.00 |
| EDB-VCL-STD-SUPPORT | ElevateDB VCL Standard Annual Support Plan
Includes 1-year of phone/email support and all minor releases for any ElevateDB-VCL-STD product. | $99.00 |
14 days before a support plan expires, Elevate Software will send you an email notification to alert you to the fact that a new support plan will need to be purchased. After the plan has expired, you will be required to purchase a new 1-year support plan in order to continue receiving direct email or phone support and any new minor releases or bug-fix builds. Once a given support plan has expired, you will still be able to access any existing minor releases or bug-fix builds, and will continue to have access to any new bug-fix builds for the current minor release.
You can review all of the information regarding your support plans by logging in to the Customers area of the web site using the menu link provided above and selecting the Product Support Plans menu option on the right-hand side of the main page in the Customers area.
Support Email
Please make sure that all support email is sent to support@elevatesoft.com. We cannot guarantee a prompt response if an email is not sent to our technical support mail address, however it will not be ignored and will be taken care of as soon as possible. If you're unsure if an email reached us okay please be sure to send the message again and indicate that the message is being re-sent. This will help us prioritize your problem better and make sure that no more time is wasted in getting the problem solved. To make things easier, we also have an easy-to-use web-based incident report submission form available by clicking on the Incident Reports link on the right. This form will automatically register the incident report in our internal support database and send an email directly to our support staff with the details of the incident report.
Support Phone
Please make sure that all support phone calls are placed to 716-694-1578 during the hours of 9:00 am EST to 5:00 pm EST. If you are experiencing an emergency and need to get in touch with us right away, please call and leave a message in the technical support voice mailbox, and we will call you back as soon as we get the message.
Required Support Information
When sending us a support question via email or our newsgroups, please be sure to include the following information:
 Operating system being used (Windows 95, 98, NT, 2000, XP, 2003, etc.)
Development environment being used (Delphi 7, Borland Developer Studio, etc.)
Product and version being used (DBISAM VCL Standard 4.24, etc.)
If you are experiencing an error, the complete error message
If at all possible a sample project that can replicate the problem (most desirable)
If sending us database tables, please make sure that you also include a password to open the tables if they are encrypted. If sending ElevateDB tables, please be sure to also include the database catalog (.edbcat) from the database directory.
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