Hilgraeve - High Performance Software to Advance Communications

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Customer Support Center
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· Register Your Product
· Submit a Support Request
· Products Knowledgebase
· Contact Technical Support
· Updates & Downloads
· Product Manuals
· Discussion Groups
· Software Support Policy
· Year 2010 Compliance

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Hilgraeve, Inc. Software Support Policy
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Support Policies for Commercial Software:

Phone Support:

  • 60 days free support from date of purchase.
  • Additional support incidents can be purchased for $29.95 per incident for all products except DropChute Enterprise. DropChute Enterprise has a per incident charge of $49.95.
  • Scripting consultation, script conversion, firewall configuration, and DropChute Enterprise automation consulting are not considered incidents. These services are charged at their established rates.
  • There will be no charge for feature requests, or bug reports.

Email Support:

  • E-mail support is free and unlimited. Customers should complete an on-line form that contains the information our support staff needs to solve any problems quickly.

Web Support:

  • Online web support is free and unlimited. We provide Knowledgebase articles and online discussion groups that enable customers to ask questions of our online community.

Update Policy:

  • Updates with .01 increments will be provided for free download to registered users of the previous version. Software will be provided on CD for a nominal fee.
  • Other updates will be provided for free download to registered users if they purchased the previous version within 60 days prior to the update release. Software will be provided on CD for a nominal fee.
  • Other updates will be available at special pricing directly from Hilgraeve. Purchasing an update entitles users to 60 days of free phone support from date of purchase of the update.

Support Policies for Trial Software
Trial software includes email, on-line and phone support for the duration of the trial period. When the customer purchases the software, they are eligible for 60 days of free telephone support. Customers must register their trial software to be eligible for free support.

Support Policies for Free Software
Free software support is limited to on-line support (Knowledgebase and discussion groups) only. There is no email or telephone support available for free software. Customers may purchase support for free software on a per incident basis.

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