Eltima Software cares for the quality of its products and for the satisfaction of its customers. So, we are constantly improving, fixing and enhancing with new features most of the software products we developed. If you visit any product features page on Eltima website you will find a "Changelog" in the product menu. Releasing new updates greatly depends on our users feedback. We gladly add the requested features and eagerly fix the reported bugs. Thank you all who has made our software better!
So, the software maintenance that we provide is done by our Support Team. They are a group of highly-qualified staff employed for providing you with technical, informational and sales support. For almost 7 years of operating on the market we have been providing free technical support to all the users, registered and not registered alike. However there are so many products, registered clients and evaluating users, that we decided to offer Support Plans for sale. This will allow us to set the priority for support people and to provide the registered clients with the better maintenance if they need it.
So, when ordering our software online, you can choose between the following Support Plans:
1) Free Technical Support: we provide free technical and informational support to all trial and registered users. Free support by email is guaranteed to our registered users within 24 hours on business days (Mo-Fri) via our common support email: firstname.lastname@example.org. All the emails are queued by the order received and replied with a normal priority.
2) Priority E-mail Support (USD 9.95): on including this type of Support Plan into your card you get a high priority email support through a dedicated email address which is provided to you exclusively. Your emails are queued in a special folder along with the emails from other customers who selected this support plan and are replied by a technician before the emails from users in free tech support folder;
3) Premium Support Package (50% of the order amount): is available for the customers whose order exceeds USD 100 and includes the following special means of providing tech support:
– Phone Support in three languages (English, German, French) with a possibility of callbacks to any country of the world to any type of phone number;
– IM chat rooms with Eltima technical support person, testers and developers;
– a dedicated e-mail box for top-priority urgent support. Emails from the owners of this support plan are queued in a special folder that is replied to in a first turn;
– dedicated support hours which are privately scheduled with each client separately for a customer convenience.
NOTE: sales support is still provided free of charge and includes phone, IM, a dedicated email box and callbacks. Pre-sales technical questions are considered being a technical but not sales support.