Technical Support

Regular support service terms

We believe that support is a core component of your investment.

As a result, our success is measured purely on your satisfaction. We do whatever it takes to provide timely and effective resolution to customer support requests.

Support can be obtained using the following methods:

* E-mail
* Online forms
* Public moderated forum
* Skype
* Phone

To help us handle calls efficiently, we will promptly review all incidents reported, and assign a severity level to the incident. The severity level relates to the impact the incident has on the customer’s ability to use the product. The severity level will determine the priority in which an incident is handled and escalated through the support team.

Whether our software was purchased directly from ClearApps, or from ClearApps partners or resellers, our support policy is designed to standardize product lifecycle expectations and assist you in developing your internal release implementation and migration plans. ClearApps strives to provide the best quality Support Services. In order to provide best in class software solutions, ClearApps has defined a predictable Product Support Lifecycle Policy to give you plenty of lead-time to plan and manage your upgrade and release processes.

Premium support for registered clients!

Within the license sold ClearApps guarantees the following amount of free technical support to the Licensee:

* Priority e-mail support (details are supplied when the order is confirmed)
* Priority phone support
* Custom video tutorials on demand (should be requested additionally)
* Online video trainings (should be scheduled beforehand)
* Additional documentation (should be requested additionally)

Technical support for version 3, which is purchased by the Licensee, will be provided on perpetual basis and will be available for all modifications of version 3 (i.e. version 3.1, 3.2, 3.6, 3.9, etc) without any additional fees. Upon the release of version 4 the Licensee may decide to upgrade in case new features or critical fixes are found important for the Licensee. ClearApps guarantees all bug fixes and updates within version 3 to be provided for free to the Licensee. However, the fixes that may require deep intrusions into the software core or complete re-writing of certain portions of user interface, or complete changes of certain approaches and logic, which lead to release of version 4, may not be included in version 3 free fixes and upgrades.