Maintenance and Support Plans
You are always welcome at SautinSoft company with your feedback and questions, it helps us to work more effective!
SautinSoft support services are offered in Free Support and Paid Support levels. These options are structured to meet the needs of every developer and ensure your success in using our products.
Purchasing the license to any of our product you also getting the "Free Support" automatically. Using the "Free Support" you can report to us any issues and we'll try to solve them in the future updates of the product. Also "Free Support" gives you the right to get all future updates for free during a one year.
Sometimes our customers need prioritized support and extra attention to help solve critical issues. To help these customers we introduced Paid Support. In addition to free support service, Paid Support offers following benefits:
- The priority status of the support and communication.
- "1 incident" allows you to post 1 incident.
- "Up to 3 incidents" allows you to post up to 3 incidents per year.
- "Unlimited incidents" allows you to post unlimited incidents per year.
- 24 hour guaranteed initial response time during weekdays.
- Issue escalation to product development teams.
- Hot-fixes delivered to address your issues.
- Buying support gives you access to the enhanced support option for a year.
- One purchase covers all your SautinSoft products with valid licenses.
Availability
"Paid Support" is purchased as a separate product and is not a part of product license.
Buying "Paid Support" gives you access to the enhanced support option for a year.
Pricing
| Paid Support | Price | Purchase Online |
|---|---|---|
| 1 incident | $490(US) | Purchase |
| Up to 3 incidents | $990(US) | Purchase |
| Unlimited incidents | $9900(US) | Purchase |
- adding an option (a new function) that has not yet been implemented, but is necessary for you in the project
- priority assistance in the project on any issue related to Sautinsoft components.
- any error that can really be fixed within the format specification
*Incident means:
Conditions
- Paid Support guarantees an initial response within 24 hours of an issue being raised during business days. We cannot guarantee a complete resolution in this timescale but you will get an assessment of the issue. Where we can, we provide simple fixes and workarounds immediately. Issues that demand a fix can take longer. No guarantee can be made to the delivery date of the fix.
- Paid Support is subject to a fair usage policy of the specified number of issues being raised in any 365 day period. If several unrelated issues are sent in one incident then these are split into separate incident and each counts towards your usage quota.
- SautinSoft reserves the right to discontinue technical support for all or individual products at any time.
- Hotfixes and feature requests, if supplied, are only built on the latest version of the product in question. Versions other than the latest version of the software are not supported in this way.
SautinSoft will offer free customized demos to our users, which ensure all of you to have a clear idea of how to use our libraries:
- This service is free of cost
- We write code to help you understand the usage of SautinSoft APIs as per your requirements
- The requirement of your project must be related to SautinSoft API(s)
- The work should only take 3-5 working hours or less
- The request should be a short project satisfying a particular scenario
- If you have bug or new feature request in our APIs then please post in our support forums
- For testing the code you can request free 100 day temporary license
- In order to try SautinSoft APIs at your end, you can download trial versions
If you need the help from us, please feel free to contact support@sautinsoft.com for the free demo. Make sure the demo you want meets the following requirements:
- .NET Core & Net Framework
- C# & VB.NET
- It relates to our libraries.
The ways to contact with us:
- Support by emails at support@sautinsoft.com
- Support via online chat, take a look at the right bottom corner
- Sales Questions: sales@sautinsoft.com
- Remote support using "TeamViewer" or "Remote Desktop"
- Support by phone. Use this number: + 46 812111486