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Software support terms

This page gives you a comparison chart of the software support packages. By default a 1 year version update and a 3 month standard support is available when you purchase any of our software products. There is an option to upgrade your support level to silver or gold support.


  Version update Standard support Silver support Gold support
Version update
Technical support in e-mail
Technical support in Skype
Technical support over the phone (business hours)
Technical support over the phone (24/7)
Technical support using remote access console
On-site support
Optional
Software developer support
Custom software development
Optional
Resolving problems not related to our products
= Included
= Not included
Optional=Ask for a quotation via e-mail

Service descriptions

Version update
You may download the latest software version from our website and upgrade your installation to it. The new versions contain bugfixes and new features. You can use the license code you received during the purchase to do the upgrade.

Technical support in e-mail
We reply to all your e-mail messages related to the installation, and configuration of the purchased product. For standard support the reply time is 2 business days. For silver and gold support the reply time is 1 business day. Please send e-mail messages to techsupport@ozeki.hu

Technical support in Skype
We can add your Skype address to the contact list of our Skype support service. You can see the availability of our technical colleagues and communicate with them using this instant messaging software.

Technical support over the phone (business hours)
You get direct telephone numbers to our technical team. They will answer all your questions related to the installation, and configuration of the purchased software products from Monday to Friday between 8:30-16:30 hours CET.

Technical support over the phone (24/7)
You get direct telephone numbers to our technical team. They will answer all your questions related to the installation and configuration of the purchased software products whenever you need the answers. Availability is: 24/7.

Technical support using remote access console
If you experience a problem that you cannot solve, you can give us remote access to your computer using one of the following remote console applications: VNC Viewer, Remote Administrator, Microsoft Terminal Services, Logme in, Remotely anywhere. Our technical colleague will log into your computer over the Internet and will try to solve the problem remotely. Currently our preferred remote console application is VNC Viewer.

Developer support
If you have questions related to software development, or you need an example code for a particular programming language, do not hesitate to ask! We will give you all the assistance you need, to help you get your development project started and completed successfully.

On-site support
Our engineer can visit you and help you configure or develop the requested service. This can be very helpful if you start a software development project and you need a lot of immediate help. 2 weeks of on-site assistance is included in this support package. The travel expenses between Budapest, Hungary and your site, the accommodation expenses in a 5 star hotel, and extra costs for Internet access in the hotel for the duration of the stay need to be covered.

Custom software development
If you would like us to develop an application, we will answer all of your questions, and provide you with guidelines and example codes to assist you. On request we can help you implement complex business logic, fancy user interfaces and custom applications. If you request one of these, we will give you a price quotation for the service or direct you to a software developer who can assist you in these projects.

Pricing of support packages

Version update
Version update option is included in the price for a one year period when purchasing your software license. If you wish to extend this service with additional years, the cost is 20% of the full price of the original software license for each additional year.

Standard support
The standard support package is included in the price for a 3 month period. There is an option to extend this support period for a certain fee. Please consult our sales team for detailed informatoin about this service.

Silver support
The silver support package is not included when you purchase a software license. If you are insterested in the silver support package please contact our sales team.

Gold support
The gold support package is not included when you purchase a software license. If you are insterested in the gold support package please contact our sales team.


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