Enterprise Support

We listen to the needs and demands of our customers. Enterprise Support addresses the wishes of Enterprise level customers for a closer relationship and insight into our development plans. The demands of Enterprise customers are complex, detailed, and unique: Enterprise Support caters for these needs.

Enterprise Support picks up from the Priority Support service. It provides Enterprise customers with a route to discuss what they need from the GroupDocs product range directly with the team that dictates the product's direction. Enterprise Support offers a unique and exclusive opportunity for customers to shape the future of our products to match the demands of their business.

Enterprise Support Benefits

To give Enterprise level customers the best possible service, Enterprise Support includes the following benefits:

Availability

Enterprise support is offered to customers on our Site license types (Site Small Business and Site OEM). Developer license customers are offered Priority Support.

Buying support gives you access to the enhanced support option for a year.

You can buy Enterprise Support when you buy a new product license, or when renewing your existing subscription. If you are part way through a subscription and wish to buy Enterprise Support, please contact our sales.

Pricing

Enterprise support is priced based on the license types you hold:

If you have several licenses and products, you only need to buy one support subscription to cover all products. Enterprise Support in this case is priced for the highest-value license type. We only support products that have valid product subscriptions.

How do I access the Enterprise Support Forum?

If you have purchased Enterprise Support, you can access the Enterprise Support forum from inside our Support forums.

Conditions

Enterprise Support guarantees that your contact request will get an initial response within one business day of being raised. We do not guarantee a resolution or inclusion in our product roadmap within this timescale. Where we can, we provide simple fixes and work-arounds immediately. Issues that demand a fix can take longer. Hotfixes can be provided in consultation with the customer.3  Large fixes are prioritized in consultation with the customer.

Enterprise Support is subject to a fair usage policy of 6 issues being raised in any 365 day period. (By issue we mean a new Enterprise Support thread opened in the Enterprise Support forum.) If several unrelated issues are opened in one Enterprise Support thread they are split into separate threads and each counts towards your usage quota.

These conditions are subject to change without notice.

GroupDocs reserves the right to discontinue technical support for all or individual products at any time.

1 Enterprise Support customers are entitled to six email cases with a GroupDocs Product Manager (or other relevant staff members) per year, these email cases should be used to discuss roadmap items / priorities not support issues. Telephone communication can be arranged through an email case.

2 First account will be the account the Enterprise Support subscription is purchased under, please contact our sales department to activate the second account.

3 Hotfixes and feature requests, if supplied, are only built on the latest version of the product in question. Versions other than the latest version of the software are not supported in this way.