Support
Most Apago software products include a no obligation trial period (10 days for desktop products and 30 days for server products.) These trials are fully functional to allow you to evaluate the suitability of a product for your purposes with your files using your hardware.
Getting Help
We strive to produce high-quality software products that work intuitively but we know that sometimes a little assistance is required. To help resolve any issues as quickly as possible, please be sure you are on the most current release. Often the answers to other questions can be found in the User Guide or the FAQ for a particular product. If you do not find the answer in either of these areas, please email support@apago.com
Software Support Agreements
Our aim is to provide a high level of software maintenance and support at a reasonable price. Each Apago software purchase includes 90 days of Level 1 support free of charge. (Shipping and handling charges may apply.) This support can be extended on an annual basis. Higher levels of support are offered through upgraded software support agreements. We offer three levels of extended software support to meet your requirements.
1 Level 1: Basic
– Customers may access minor version software updates as soon as they are released by download.
– Telephone support during regular hours. Weekdays 9:00 AM – 5:00 PM Eastern time, excluding national holidays.
– Electronic mail forum for asking questions and exchanging information with our support and development staff.
– 20 percent discount off retail pricing for major upgrades.
– After hours telephone support available at additional cost, valid credit card required.
2 Level 2: Extended
Level 1 support plus the following:
– 12 hour telephone support Weekdays 8:00 AM – 8:00 PM Eastern time, excluding national holidays.
– Remote diagnosis of system problems. (Requires internet access via VNC to customer’s system)
– Email notification of software updates with download instructions at least 1 business day prior to general release.
– 30 percent discount off retail pricing for major upgrades
3 Level 3: Partner
Level 2 support plus the following:
– 24 hour telephone support via 1 hour callback.
– Work-flow consultation and optimization.
– Up to 10 hours of development time as required by customer.
– Enrollment in our beta-test program.
For pricing information on our support contracts, please give us a call at (770) 619-1884 or Contact Us