Technical Support Options
We are committed to providing quality technical support for our products and offer several different options designed to meet the needs of our customers. Free technical support by e-mail is available for installation, development, debugging and redistribution issues related to the purchased product.
Customers who have critical support requirements can purchase additional technical support. Support agreements can be purchased with a product or at a later time. If you have any questions about purchasing support or the support options available to you, please contact us.
You can also request a free consultation and quote for a custom development project using SocketTools. This can include creating a specific desktop or server application, or a custom modification to a SocketTools component.
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Support Options
| Support Type | Standard | Priority | Premium |
|---|---|---|---|
| E-Mail Support | Unlimited | Unlimited | Unlimited |
| Response Time * | Next Day | Same Day | 4 Hours |
| Support Coverage | Product | Annual | Annual |
| Update Notifications | Yes | Yes | Yes |
| Free Updates ** | Yes | Yes | Yes |
| Free Upgrades *** | No | No | Yes |
| On-Demand Hotfixes | No | Yes | Yes |
| List Price | Free | $195 | $295 |
** Updates and hotfixes for the same version of the product
*** Upgrade to the next version of the product when released
Standard Support
SocketTools standard support includes unlimited technical support by e-mail for installation, development, debugging and redistribution issues for a single product. Free online support resources are also available to both evaluators and customers. We recommend that you review our online documentation and search our Knowledge Base to determine if your question has already been answered.
Frequently Asked Questions
A collection of answers to the most frequently asked questions about a product. General questions about features, functionality and platform compatibility are answered here. The FAQ is recommended reading for any developer who is evaluating our software.
Knowledge Base
An online database of solutions to common technical questions and problems. The articles provide detailed information, including background information, workarounds and the availability of updates to resolve the problem. This is the first place that most developers should check to determine if the question or problem that they're having has already been addressed.
Online Documentation
A comprehensive collection of online help, including Developer Guides, Quick Start Guides and Technical References. Our online help is also useful to evaluators who are interested in learning about how our components work and for developers who would like access to the most current reference material.
SocketWrench
SocketWrench is only eligible for standard technical support as part of the SocketTools product. The individual SocketWrench product does not include standard support, and technical support is limited to installation and redistribution related problems.
Priority Support
Customers who require additional support can purchase an annual Priority Support agreement that offers a guaranteed, priority response to technical support issues on the same business day. Corrections which require a source code change and/or documentation change to resolve a problem will be made available as a hotfix at no additional charge, and whenever there is a new product update or hotfix, you will be automatically notified by e-mail.
- Unlimited technical support by e-mail for any installation, development, debugging and redistribution issues for a single product.
- All responses are guaranteed on the same business day and are prioritized over standard support requests. Support requests submitted on weekends or holidays will be responded to on the next working day.
- If a change to the product's source code is required to resolve the issue, a hotfix will be sent directly to the customer as soon as it's available rather than waiting for the next general update.
- Priority support is included with the SocketTools Subscription for as long as the subscription is active.
Premium Support
Customers who have critical support needs can purchase an annual Premium Support agreement that offers unlimited e-mail support, and a guaranteed four hour response time during business hours.
This support option includes all of the benefits of priority support, including hotfixes, source code analysis and assistance with example code. It also includes free upgrades if a new version of the product is released while your support agreement is active, ensuring that you're always working with the latest version.
- Unlimited e-mail support for any installation, development, debugging and redistribution issues for a single product.
- All responses are guaranteed within four hours during normal business hours and are prioritized over both standard and priority support requests. Support requests submitted on weekends or holidays will be responded to on the next working day.
- Free upgrades to the next major release of the product during the support agreement period. If Premium Support is purchased with a SocketTools Subscription, it does not extend the subscription renewal date.
- If a change to the product's source code is required to resolve the issue, a hotfix will be sent directly to the customer as soon as it's available rather than waiting for the next general update.