Support

Only customers with valid Support Agreement are eligible for our support
To open support case please send email to support@frontalix.com

Compare & Choose

We offer Standard and Advanced annual Support Agreements

  Standard Advanced
Free version upgrades Free for current SharePoint/CRM/Windows version, 25% of the license price for the future version Free for current and future SharePoint/CRM/Windows version
Support Hours Monday-Friday, 9am-10pm GMT Around the clock, 24*7*365
Response time Up to 8 hours Up to 4 hours
Price 15% of the license catalog price 25% of the license catalog price

Common conditions

Support is remote only

We use TeamViewer for remote support

Support Agreement start date

  • For customers purchased Support Agreement together with a product license – immediately
  • For customers purchased Support Agreement after purchasing a license (two days or more) - 10 days from the purchase date.

Support Agreement covers our products only

Support does not cover configuration of the third-pary products

Support Agreement does not cover

Modifying the Product to meet Customer specific requirements.
Support of third-party software

Support Agreement is required for each license

You have to buy the Agreement for each one of the purchased licenses. Otherwise, the Agreement will be considered as not valid.

Support Agreement Terms and Conditions

Download full Agreement: Support Agreement Terms and Conditions.pdf

Support Agreement Purchase / Renewal Conditions

Support Agreement purchase date Version upgrades Technical Support
On license purchase date / Before previous agreement expiration date Free Immediately
In 15 days after license purchase date / previous agreement expiration date Free 10 days after payment
16 days - 2 months after license purchase date / previous agreement expiration date 25% of the license catalog price for the first upgrade, next upgrades are free during Support Agreement period. Payment for the first upgrade is required, must be purchased together with the Agreement 10 days after payment
3 - 5 months after license purchase date / previous agreement expiration date 50% of the license catalog price for the first upgrade, next upgrades are free during Support Agreement period. Payment for the first upgrade is required, must be purchased together with the Agreement 10 days after payment
6 months or later 75% of the license catalog price for the first upgrade, next upgrades are free during Support Agreement period. Payment for the first upgrade is required, must be purchased together with the Agreement 10 days after payment

Version upgrade conditions

Support Agreement was purchased Version upgrades
Together with a product license Free during Support Agreement period
Within 15 days after purchasing a product license Free during Support Agreement period
16 days - 2 months after previous agreement expiration date 25% of the license catalog price for the first upgrade, next upgrades are free during Support Agreement period
3 - 5 months after previous agreement expiration date 50% of the license catalog price for the first upgrade, next upgrades are free during Support Agreement period
6 months or later 75% of the license catalog price for the first upgrade, next upgrades are free during Support Agreement period
Standard Support Agreement covers free version upgrades for current SharePoint/CRM/Windows version and 25% of the license price for the future version. Advanced Support Agreement covers free version uprades for current and future SharePoint/CRM/Windows version
See section "Support Agreement Purchase / Renewal Conditions" for details

Support Per Case

We do not recommend for you to use Support Per Case instead of Support Agreement. But, of course, this option is available too. Visit Support Per Case page for details.