Services Included and availability
In order to maximize the value of your investment in our technology, and to help you reach your business objectives, all our licenses include 1 Year Support & Maintenance.
The 1 Year Support & Maintenance subscription entitles you to receive priority technical support and all maintenance releases or updates or upgrades for the duration of the support period. It is optional for year 2 and beyond. You can renew the 1 Year Support & Maintenance until 30 days after the end of the subscription period. After this date, an upgrade must be purchased to reactivate the Support & Maintenance.
The services of the 1 Year Support and Maintenance Pack include:
Priorized technical support
Our team will support you any time regarding the integration, configuration or product’s output. Within the scope of our priority technical support we will analyze your configuration and CSS files or carry out test with your XHTML pages and documents. In terms of technical support we are specialized in support via e-mail. Thus, you can send your configuration files, info about software versions, sample code or even source code directly to us. We of course will be available for a supplementary phone call as well. Therefore, we are able to provide swift and qualified support any time. Our Support Team will process your request as soon as possible during our normal German business hours from Mo – Fr, 09:00 – 18:00 CET (German holidays excluded) and will get back to you after 2 business days at the latest.
You will receive all maintenance releases or updates or upgrades for the duration of the support period, which may or may not include additional features. Updates and maintenance releases cover the minor releases within the same major version of the software that you have purchased. Upgrades to the next major version are also included in this maintenance.
The support and maintenance period begins on the day you purchase a license of our products, and extends for a period of exactly 12 months. It is optional for year 2 and beyond. You can renew the 1 Year Support & Maintenance until the end of the subscription period.
Technical support only covers issues or questions resulting directly out of the operation of our software solutions.
If you would like to make a feature suggestion for a future version of RealObjects products or if you wish to send us any other general feedback, please use the contact form instead.
PLEASE NOTE: The description of the services within this section only represents an overview of the benefits of our 1 Year Support & Maintenance. For an exact definition of the terms and of the actual services included, please refer to Article “SUPPORT AND MAINTENANCE” in the PDFreactor Software License Agreement.