The changes to our existing support policy have been implemented effective April 1, 2013. This post is a brief outline of the updates and changes that have been made.
Support Plans are now split into two categories - Subscriptions and Support Sessions.
Subscriptions are renewable yearly (as support plans were), and entitle you to all minor releases and bug fixes for one full year from the date of purchase. Prices for what were formerly support plans (now subscriptions) have not changed. As always, any new product purchases will include a full year subscription at no charge.
Support sessions are not included in your subscription purchase. If you have renewed your support plan prior to April 1, 2013, you have been grandfathered in and will receive a number of support sessions equivalent to the amount that you paid for your support plan renewal. For example, support sessions cost $19.00 each so if you renewed your Elevate DB VCL Client-Server support plan at a cost of $159.00 prior to April 1, you will have been credited 8 support sessions. Support sessions do not expire, so you will have them available until they are used.
When you request direct product support via email, phone, or Skype, you will receive a support acknowledgment showing that your request has been received. If you have support sessions avilable, you will be charged one support session. In the event that the support request is in fact a bug, you will be credited back the support session. Included in the support acknowledgment will be a session number that must be included in any further correspondence regarding the issue. If at the time of the support request you do not have any support sessions available, you will be directed to the support session ordering page. You can purchase as many support sessions at one time as you would like.
If you do not want to be charged a support session, then you should not contact us directly via email, phone, or Skype, but rather post your question/request in the support forums for the applicable product.
Web Site Changes
There have been a few changes to the web site as well. The Technical Support page has been updated to reflect the new support policy.
Subscriptions (formerly support plans) can no longer be accessed from the product-specific support pages. To manage your subscriptions, you should log in to the web site, and then click on your user name at the top right of the home page. This will bring you to your User Profile page, and there is a link to the Subscriptions page on the right hand side. You can also access your subscriptions from the Sales page.
To manage your support sessions, you should log in to the web site, and access the Support Sessions page from your User Profile page, the Sales page, and the Support page. The support sessions page will always contain a complete history of all support sessions, as well as allowing you an easy way of purchasing more support sessions, if necessary.
Finally, a field for your Skype ID has been added to your User Profile. Feel free to add your Skype ID here so that we have it on file for use with support sessions.