About support levels
Support levels
Our technical support is priority-based. Users receive technical support according to their current status:
| Priority | Status | Can use Ticket System | Can post in Community |
|---|---|---|---|
| 1 | Paid customer | ||
| 2 | Reseller | ||
| 3 | Trial user | ||
| Free license user |
Technical support is guaranteed for paid license users and resellers, and is provided to trial users according to their priority. Free license holders are supported through the Documentation, Knowledge Base and Community Forum. We do not commit to a response time for free license holders and are not obliged to respond to their requests, although we may do so at our sole discretion.
For paid license users and resellers we usually reply the same working day. We provide technical support in PST timezone; from 8:00am to 5:00pm, Monday to Friday only. See also our Support Policy.
How do I enable my support level?
Support level that corresponds to your purchased license will be set automatically if you registered on the site with the same email address that you had used as the delivery email address for your order. If this didn't happen or if you used a different email address you can always set your support level manually.
- Log in in the Customer Area.
- On the My account page click Upgrade support level.
- Paste your license key in the form and click Submit.
Provided that you have a valid commercial license key your support level should be changed from Free/Trial to Starter, Plus, Pro or Site depending on your license type. Only a commercial license key elevates your support level; a free license key does not.
Reseller support
As a registered reseller you must have access to the Partner Area. You can submit support tickets from the partner area.
For more information about our support policy please visit this page.