Solid Support Package Options

SOLID SUPPORT PACKAGE OPTIONS

Our technical support package options here include the Free Support Services, the Evaluation Support Services, and the Express Sales Customer Support.

The Partner level support packages are discussed on the Partner Support page.

1. Free Support Services
All users of Solid’s products may make use of certain free electronic support services. Solid’s web site gives free access to all product manuals, FAQ’s, technical notes, and more. In addition, Solid's web site offers information related to specific programming techniques and programming tools as well as a set of free database tools to download. Users are free to join the non-moderated solid-list discussion forum hosted by Solid where they can share experiences and ask questions from fellow users. To access our Free Support Services, return to the Technical Support main page.

2. Evaluation Support Services
Solid offers free technical support to evaluators of Solid products. In addition to the wealth of technical tips and techniques on our web site, we respond to technical questions over e-mail at evalsupp@solidtech.com. The service is free of charge during the 30-day evaluation period.

3. Express Sales Customer Support
This support is intended for Express Sales Customers who have purchased a SOLID license such as SOLID Server or SOLID Web Engine. For example, end-users with or without in-house development, self-employed developers, small software houses, and educational institutions are welcome to subscribe to this service.

For an annual fee of USD 995, you receive:

access to the Solid Electronic Support Network (excluding potential partner-only information)
maintenance updates
the right to submit 5 support requests per year

Support requests shall be submitted electronically to the Solid web site or by e-mail. They are acknowledged within 36 hours, and feedback is given within 10 workdays. A maximum of 2 hours will be used per support request. Additional requests or work is charged at USD 150 per hour.

The first annual fee is invoiced when the customer subscribes to the support. Subsequent annual fees are billed each year in the same month,that is, the annual fee always covers 12 full months of support.

Subscribing to the Support for Express Sales Customers is very easy; first read the Solid Software Support Agreement 01/1998, and then fill in the form to subscribe to the support. Solid will soon after confirm your subscription, inform you about your support id for the support requests, and agree on the user name/password combination for accessing the Solid Electronic Support Network.

Subscribe to Express Sales Customer Support now.
Go to the Partner Support page.
Read the Support Services FAQ.
Return to the Technical Support main page.