The SWING Software Commitment to Support
We are fully committed to helping you maximize your productive
use of SWING Software products. Our intent is to provide you with
quality support services.
Self-Serve Support
All SWING Software customers are entitled to take advantage of
the Self-Serve Support resources available at http://www.swingsoftware.com/support/.
Many of your support needs can be met by searching our Knowledge
Base, or by simply downloading the current product updates.
Complimentary "Getting Started" Support
As an owner of a SWING Software product, you receive our Complimentary
"Getting Started" Support for a period of 30 days. The support
period begins with your first support contact. You can start
the complimentary support, at your own convenience, any time after
initial purchase. During this period, you can submit your support
requests, one at a time, to support@swingsoftware.com.
Prepaid Incident Support
After your complimentary support period ends, you can still receive
personal service from qualified support specialists. SWING Software
offers professional technical support on a prepaid incident basis.
A support incident pack should be purchased
prior to contacting SWING Technical Support.
Support Incident is a single question related to a SWING
Software product and sent to support@swingsoftware.com.
Multiple questions may not be combined into a single support incident.
One incident may require multiple contacts and off-line research
to be resolved.
A support incident includes answers to questions regarding installation,
configuration, deployment, product usage issues, or programming
issues. Does not include: customer's design and code review, custom
development.
Multiple users can contact support, but each contact is counted
as one of the prepaid incidents.
There will be no charge if the incident reported is due to a verifiable
bug in a SWING Software product, or a question that we are unable
to resolve.
The following support incident packs are available:
Incident packs expire one year from the date of purchase
or when all incidents have been used, whichever occurs first.
Support is available for our products' most recent version (e.g.
3.x) as well as the previous major version released prior to the
newest version (e.g. 2.x).
Consulting Services
SWING Consulting Services provide advice and guidance for problems
not covered within Incident Support, as well as requests for consultative
assistance for design, development and deployment issues.
Our Consulting Services provide the opportunity to communicate
with a SWING Software development specialist, to seek advice about
alternate approaches to a development challenge, or to pose "what
if" scenarios to help understand development choices.
Price: $100 per hour.
Support engineer will estimate the effort and inform a customer.
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