Technical support is available as annual subscription and includes 1 year of software updates and unlimited technical support by email. Email response time for regular technical support is up to 3 business days. Some of the products include also technical support by phone or remote sessions*.
We want to make sure that you will be able to use our software. Because of that, annual subscription for the first year is free**.
If you would like to continue to receive updates and technical support after the 1st year you can renew your annual subscription. Annual subscription should be renewed not later than the expiration date of the previous annual subscription. Renewal price for non expired annual maintenance subscription is 30% of the purchase price for the same configuration at the time of the renewal. Renewal price for annual maintenance subscription expired less than 6 months before the renewal date is 75% of the purchase price for the same configuration at the time of the renewal.
Annual subscription is optional. You can continue using the software without renewing it.
You can purchase Golden technical support, which includes:
- 24x7 response by email or phone (including remote sessions if necessary)
- Support for database and report design
- Support for SQL server tasks related to R-Tag (backup, restore, migrate etc.)
* Technical support by phone or remote session
The annual subscription for the following products includes technical support by phone or remote session. These are not hard limitations and we do not enforce them strictly. However, please do not expect that every time you have a question we are going to set an online meeting or a phone call. Technical support is mainly by e-mail.
|Product||included phone or remote session hours|
|R-Tag Crystal Reports Scheduler||up to 1h|
|R-Tag Report Scheduler Pro||up to 2h|
|R-Tag Crystal Reports Documentation and Search||up to 2h|
|R-Tag Crystal Reports Version Control||up to 3h|
|R-Tag Crystal reports bundle||up to 3h|
|R-Tag Dashboard bundle||up to 3h|
|R-Tag Enterprise solution||up to 5h|
Additional support and support not related to R-Tag is $250 per hour
** Example of free first year subscription.
Purchasing 1 license for report viewer on March 1st will come with a free annnual subscription (March 1st current year - March 1st next year). Purchasing a second license on August 1st will not add additional year of annual subscription. The annual subscription for the second license will expire on the same date as annual subscription for the first license (March 1st). Purchasing a third license on March 1st next year will not add any free annual subscription. The annual subscription will be managed for all licenses.