Support - Support Services

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 Aspose 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:

  • 24 hour guaranteed initial response time during weekdays.

    High availability, there when you need us.
  • One subscription to our Enterprise Support service. Post up to 6 incidents per year.

    Access to our advanced level technical support service with access to our exclusive Enterprise Support forum.
  • Direct email or phone communication with Aspose Product Managers.1

    Direct contact with the team that help shape the future roadmap of our products.
  • Access to the Enterprise Support Issue Tracking system.

    Open and transparent visibility on the issues that you have raised as well as up-to-the minute updates.
  • Quarterly roadmap communications.

    The Enterprise Support newsletter outlines what we have planned for the next quarter and what we delivered in the previous quarter.
  • Assign two accounts access to the Enterprise Support forum.2

    Allow two members of your team access to the Enterprise Support forum.
  • Custom agreement and administrative documentation assistance.

    Using our automated End User License Agreement (EULA) Wizard.
  • Access to Sponsored Support.

    Enterprise Support customers have exclusive access to our Sponsored Support service. Sponsored Support enables customers to commission product enhancements which are not on our immediate development roadmap but will be mutually beneficial over the longer term. More information is shared in the Sponsored Support section of our site.

Still unsure if Enterprise Support is for you? Read our enhanced support FAQ.

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 renewing a subscription or when you buy a license. If you are part way through a subscription and wish to buy Enterprise Support please contact our sales department.

Pricing

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

  • Site Small Business license: $2,495

  • Site OEM license: $6,986

If you have several licenses and products, you only need to buy one support subscription to cover all of your products; we can only support products that have valid product subscriptions. Enterprise Support is priced for the highest-value license type.

How do I access the Enterprise Support Forum?

If you have purchased Enterprise Support, you can access the Enterprise Support forum directly or 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.4 Large fixes are prioritized in consultation with the customer.

Enterprise Support is subject to a fair usage policy of 6 incidents being raised in any 365 day period. (By incident we mean a new Enterprise Support thread opened in the Enterprise Support forum.) If several unrelated incidents 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.

Aspose 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 an Aspose 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.