In addition to providing high-quality products, Chengdu E-iceblue Technology Co., Ltd. always strives to provide top-notch customer service. To meet the diverse needs of our customers, we offer three levels of services: Free Support, Gold Support and Platinum Support.
One year of Free Support is included with every single license purchased. Paid Support (Gold or Platinum Support) is purchased as a separate product and is not a part of product license. Customers who require greater service efficiency, such as wishing to receive responses within one working day and get extra attention to help solve critical issues on a priority basis, can choose Gold Support or Platinum Support.
Below you will find a comparison of Free Support and Paid Support.
| Free Support | Gold Support | Platinum Support | ||
| Guaranteed response time | Developer Small Business | 72 hours during working days |
24 hours during working days |
24 hours during working days |
| Developer OEM Site Small Business |
48 hours during working days |
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| Site OEM | 24 hours during working days |
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| Appliable to | All license types | Developer Small Business Developer OEM |
Site Small Business Site OEM |
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| Updates for 1 year | ✔ | ✔ | ✔ | |
| Free online technical resources (online demo, tutorials, videos, etc.) |
✔ | ✔ | ✔ | |
| One-on-one support from expert | × | ✔ | ✔ | |
| Hotfix notification | Forum | |||
| Customized service | × | × | ✔ | |
| Support channels | Forum | Forum, Email or Skype | Forum, Email or Skype | |
| Issue processing order | First-come, first-served | 8 incidents can be handled on a high priority basis |
20 incidents can be handled on a high priority basis |
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Note:
- 1. √ means support; × means not support.
- 2. Incidents refer to bug fixes or new function requests. An incident is subject to the tracking number (such as SPIREDOC-6457) provided by our technical support department.
- 3. The number of incidents applies to and will be shared by all products purchased through one order. For example, if you purchase Spire.Doc and Spire.PDF with one Gold Support in one order, you have a total of 8 incidents that’ll be addressed with high priority.