FAQ - Support and Maintenance

  • What is your policy for Support?

We offer 2 support options :-

Standard Support (for which there is no charge) offers email and telephone support, service packs and minor version upgrades to all users including trial users

Premium support (for a small annual charge) that adds

  • Guaranteed response times via email and telephone and
  • Free major version (v1 to v2 etc) updates.
  • Free non-production licenses (Development, Test, QA etc)

We will, of course, also provide technical support for those evaluating our software.

When emailing Technical Support - support@pentalogic.net - please include as much detail as possible in your email. If it helps please include a screenshot using CTRL + PRINT SCREEN.
 

  • What is your policy for Maintenance?

There are no annual maintenance fees - maintenance is included in the purchase price.

Our policy is to make 'Minor' product updates (1.3, 1.4 etc) available free of charge.

'Major' updates (v1, v2, v3 etc) will be released every 2 to 3 years and will be free of charge to customers with an active Premium Support and Maintnenace contract.

  • Do you offer any enhanced support contracts?

Yes - we offer a premium support contract that includes

  • Guaranteed response times via email and telephone and
  • Free major version (v1 to v2 etc) updates.
  • Free non-production licenses (Development, Test, QA etc)

New customers can purchase premium support during the order process. If you are an existing customer and would like to purchase premium support please contact sales@pentalogic.net