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Basic customer support is included in our product licence fee. If a client requests support outside our support scope, we will notify the client and request they speak with their Posimente partner, or request a quote for paid support
Each customer is entitled to 10 technical requests for support per calendar year, meaning we will:
investigate the issue reported (this may involve accessing their product environment)
provide updates on the ticket submitted
provide install details for patch releases to resolve bugs
Customers are welcome to submit bug tickets anytime but once their requests for support has reached 10, we are not obliged to commence investigation or provide updates to the customer on an individual basis. It is the customer’s responsibility to check our Product Releases page for any new product releases.
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