Technical Support

 

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"I want to praise your support staff for being very helpful and friendly. Technical support was extremely helpful and gave me much more information than your average support person ever does. Thank you."

- Nora L.

 

 

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 investment.

Subscription Features

Premium

Incident

Standard

Access to FAQ
Access to Forums
Minor Upgrades/Bug Fixes
Telephone Support Per Incident First 30 days
Email Support Per Incident First 30 days
Priority Response Time 1  
Senior Engineer Support Team  
Email Project for Testing  
Programmatic Code Assistance 2  
Major Upgrades for Current Version
(not between versions)
Additional fee Additional fee
Cost
(based on product and quantity)
Annual Fee Fee Per Incident Included
1 Response generally within two business days. Actual resolution may take longer depending on complexity of the issue reported.
2 Custom Programming implementation is not provided in our Support Maintenance plans. For products that include a programmatic interface, we can provide instructions for using our programmatic interface, and show examples, but we do not implement this into your projects. This service is available from our Professional Solutions Group.

Premium Support Subscription

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.

Per Incident Support

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 Incident.

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 purchasing the 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.

Standard Support

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 purchase.
  • 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 expiration.

Please have your subscription number to order on line, or call us to place your order. For new subscription orders place call us directly.

Premium Support Subscription

Single 5-Pack 10-Pack

Original Purchase

Individual Product (purchased with product) $299 $999
Incident Support $99 $799

Renewals

Individual Product $269 $899
Total Access Ultimate Suite $1169 $3599
Total Access Developer Suite $539 $1799
Total .NET Developer Suite $539 $1799
Total Visual Developer Suite $359 $1079