Febooti Software maintains a Premium Support program to meet the needs of the most demanding customers in a very assertive time frame. Premium Support is the top priority technical support service provided before serving other support requests. No matter the complexity or particularity of the issue, our support team will dedicate maximum efforts to render a timely solution.
You can always reach us by using specialized online contact form or by email 24 / 7 / 365 and submit your questions. We will send you an answer as soon as possible. As subscriber of Premium Support you will have your support requests prioritized for immediate resolution.
Premium Support is also available as subscription. When subscribed, your Premium Support will never expire thus granting you permanent access to most direct technical support requests. Our highly skilled support team will answer your questions and take a pro-active stance in solving sudden technical difficulties as well as try to provide a perspective for sustainable infrastructure development.
As a Premium Support subscriber you are fully eligible to instantly discontinue the support service subscription at any time. Subscription options are available online and you can always modify your subscription plan, payment data or discontinue subscription without additional costs or difficulties.
Premium Support includes at least 4 support incidents (per year); however, due to different problem complexities it may be extended to more incidents. Also, if the technical difficulties are caused by an issue in Febooti Software program product, the support incident is credited back to your account automatically!
As Premium Support subscriber you are working with dedicated specialist on our Technical Support team by direct email. Premium Support is available upon request at any time within purchased Premium Support period. Support incident is defined as a completed resolution of a single separate support issue that can not be subdivided into number of meaningful independent issues. The scope of single incident is determined solely by the support engineer responsible for the resolution of the issue.
- Premium Support notes:
- Premium Support is provided only in email in English language.
- Premium Support does not include Upgrade Assurance. The latter can be purchased separately.
- Technical problems have to be replicable on our test systems. In particularly complex cases we might offer Remote Assistance option.
- The unused Premium Support incidents are valid for period of time specified at the moment of purchase and expire afterwards without notice. Incidents purchased with 3 month subscription are valid for one year from the date of each payment.
- Febooti Software may not provide support that deals with the range of issues that differ from running the software on supported configurations (e.g., while support is provided on licensed and fully updated Windows machines, it is not necessarily provided for Windows emulation systems, expired Windows configurations, service packs, non-licensed Windows, etc.).
- Premium Support may not include dealing with technical issues caused by 3rd party software products or occurring with direct or indirect relation to them.
- Premium Support may not include instructions related to general knowledge necessary to operate computers in general, Microsoft Windows or Automation Workshop usage basics.
- Basic Support notes:
- Basic Support is free (included in product price).
- Basic Support is provided after serving all Premium Support requests.
- Usually, response time takes less than 24 hours. Rarely, you will receive a response within three business days.
- Basic Support is email-based only. There is no Remote Assistance option available.
- Knowledge Base and Frequent Question resources are available online at no extra cost.
Please do not hesitate to contact our sales department with any possible further questions.