Konnetic Product Support

Product Support and Updates

We have designed a support package to provide a way of lowering the total cost of ownership of our products, making it easy for you to continue to use our products effectivly, with the minimum of fuss.

We charge for support and upgrade packages so we can continue to employ top developers and provide quality support at the same time. We are constantly improving our products and expaning our product development, so that we can continue to supply you with quality tools. Most people find it beneficial to pay a little more initially so they have continuous access (for the life of the package) to support personnel and the most up-to-date products for the job.

Purchasing a support package provides you with free 24hr business day priority support. This is in addition to major and minor product updates.

Support

For the lifetime of the product you will receive 24hr business day support on the use of the products. This means that we will do our best to answer any questions by email and, if necessary, by telephone or instant messaging. We normally resolve problems within 24 service hours.

If you haven't purchased support, we do not guarentee a 24hr business service, only a best effort to answer the questions. This means that other people who have a similar question will be able to benefit from seeing the answers. However, we make no guarantee that these questions will be answered.

Administration

When support has been purchased, this is recorded in our internal systems and in the purchaser's purchase documents. This allows us to send all support owners an up-to-date license whenever a new version comes out. It also allows us to evaluate whether a support request is backed by a support package. This means that support owners need take no active steps to receive support, since it is all handled by our internal systems.

Purchasing support and upgrades

Support and upgrade packages can be purchased when you buy any of our products. They generally cost 20% of the license purchase price.

If you want to purchase an upgrade outside of the initial product purchase, or renew an existing support package, please contact us.