Technical Support Options
FMS is committed to providing professional support of all our products.
We offer free access to our on-line FAQ and forums. Bug reports, feature
requests, suggestions, or general pre-sales questions related to our
products are always available at no cost.
Additional maintenance plans are available to provide subscribers with
enhanced technical support. This is the best way for you to stay current
with the rapidly changing technologies that impact project development,
and to ensure you are getting the maximum return from your software
The Premium Subscription is the ideal option for customers seeking the
highest level of support from FMS. The annual fee entitles you to telephone
and email technical support from a senior support engineer.
From time to time, FMS may release new versions of existing products
which add new features. These are point releases (e.g. from version 14.0 to
14.1) and are different from new builds that correct problems in existing
features (e.g. from version 14.00.0001 to 14.00.0002).
These point releases are available for a nominal upgrade fee to existing
customers. Premium Technical Support subscribers receive these upgrades
automatically and for no additional charge during their subscription term.
NOTE: Upgrades between versions (for
instance going from Access 2007 to Access 2010) are not considered Point
Release Upgrades and are not included in the Premium Subscription.
Subscriptions are available on a per product or suite basis for a twelve
month period, and may be purchased at any time. You must be the registered
owner of the product to purchase a subscription and the only person
contacting FMS for support under the subscription.
Please ensure you have purchased the Subscription you need for each
product or Suite.
Our Per Incident package is available individually or by purchasing
multiple incidents in advance.
The Per Incident support package provides Telephone and/or E-mail
technical support from a Senior Technical Support Engineer for resolving one
An Incident is defined as a single question related to one of our
products. The Per Incident period is from start to finish (report of the
incident to resolution) for a single Incident.
Should an answer to your question lead to multiple questions related to
that answer, there is no additional charge. Should multiple unrelated
questions arise, there is an additional cost per incident even if they are
discussed in a single correspondence. Should you have new questions that
arise new costs may apply.
If you anticipate multiple questions for a single product, we recommend
Premium Subscription option. You can purchase a
Premium Subscription at any time, but Per Incident costs cannot be
applied to the cost of the subscription.
Our Standard Support comes with every product purchased for no additional
cost. The standard subscription comes with access to our FAQs
and forums, and response to bug reports for that version.
- The free period of support begins 30 days from your first contact
with Technical support within the first six months of your product
- You can upgrade to a Premium Subscription
at any time.
Please note that the person requesting support must also be the
registered user of the product. Registration is required and may be
requested by our Technical Support professionals.
Renewing Premium Support Subscriptions
An annual Premium Support Subscription is offered when you order a
product. Here, you can renew your subscription to add an additional year at
a discounted rate.
To qualify for the renewal
discount, you must place your order within 30 days of your subscription's
Please have your subscription number to order on line, or call us to
place your order. For new subscription orders place call us directly.