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CoolUtils Support And Upgrades Policy

Upon buying a product you get 1 year of software maintenance for free. That means that a newly registered user can get all minor and major upgrades as well as technical support for one year from the date the product was purchased. At the end of the year you can extend the software maintenance for another year, paying just 30% of the product's regular price (that's a 70% discount!). Thus you get another year of upgrades and support for the purchased product. In case you don't extend the software maintenance agreement within a month time you can purchase an upgrade later by paying 50% of the product's regular price. Upgrades are optional. The support response time is usually 24 hours (normally much faster, even on weekends and holidays).

Registered users with a valid software maintenance agreement are entitled to receive support for 5 incidents. An incident is defined as a single issue that has specific symptoms clearly related to the usage of Softplicity's product. A single support incident may involve multiple e-mails. Our support specialist will make every reasonable effort to resolve the issue to the user's satisfaction, although it cannot be guaranteed. Softplicity welcomes you to submit bug reports. Technical support is provided by emails and skype.

Premium Support

Users are welcome to purchase Premium Support plan for an additional fee. With Premium Support plan users get prioritized incident management and personalized technical support as well as daily status updates on the reported incidents. Users can submit up to 10 cases each month. The Premium Support plan must be used within 12 months of the date of purchase. Premium Support can be added to the purchase on the purchase page.

Technical support for unregistered users is provided free of charge for one month from the date the evaluation version of the product was installed on the user's computer. During that period, unregistered users are entitled to receive free support for 2 incidents.

Feel free to contact us with any questions or concerns about support and upgrades.


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