Buy our Support & Maintenance Package (SMP) with our software products, which not only enables you to receive technical support, but also provides you with all major software upgrades and minor releases at no additional cost throughout the SMP period.
SMP is available through our online shop in one year plan. You may only buy this package at the time of your software license purchase or up to 30 days thereafter - it cannot be added to a previously purchased product at a later date. The cost of a one-year SMP plan is 18% of the total product purchase price.
Technical Support - Basic technical Support provided via a Web-based support form or E-Mail. Our expert technical support team will respond within 1-2 business days during European business hours. German holidays excluded.
Examples of basic technical support services include: installation help, registration support, licensing issues, first key code support, feature requests, bug reports. Other, more complex support issues, telephone support and remote support are covered by mendelson Product Consulting.
Free Minor & Major Releases - You will receive all minor and major software releases that are released during your support period at request. Updates that you receive cover the specific edition of the product that you have purchased and typically include many additional features.
Maintenance - During the support period you may also report any software problem or error to us using the same support process described above. If we determines that a reported reproducible material error in the software exists and significantly impairs the usability and utility of the software, we agrees to make reasonable efforts to provide a usable work-around solution or to correct the issue in an upcoming service pack or software release (made available at our sole discretion).
Other important information:
Technical support only covers issues or questions resulting directly from the operation of the software.
We do not offer technical support by phone. You must use the Support Form available on our Web site or send an e-mail to email@example.com for all support related issues. Our support staff will typically answer your priority incidents reported via our support form within 1-2 business days.
If you choose not to purchase SMP for your software, you will not receive technical support for your product purchase, and you will be not eligible to receive and software updates for free.
The word "package," as it is used on this site, does not refer to a physical product package, but is defined as a bundle of services which are sold together as a unit.