SmartBOL Support Policy

For questions about these support policies, please contact SmartBOL support by email - support @smartbol.com

• Support Timing: Between 9AM and 5PM Eastern Time - Monday Thru Friday.

• Support contract is required to get telephone, email or online Support for SmartBOL products.

• New SmartBOL license includes one year support contract. Support for additional licenses, purchased at discounted price, will expire at the same time as the first license.

• Support can be extended within 30 days of previous support contract expiry. After the 30 day grace period, contact sales to purchase upgrade license.

• If you need support and your support contract has expired, you may

  • Purchase upgrade license of the same SmartBOL version
    
    OR

  • If you have SmartBOL installer software and a license key that works with this version, purchase a one time support incident for $75. SmartBOL Support makes no warranties that the support issue will be resolved.

    If you do not have CD or installer file, you may purchase it for $75. Please check your version with SmartBOL support.

    If you do not have license key, you may purchase SmartBOL Upgrade license. 

• SmartBOL Software with perpetual license will not stop working after Support period expires. However version updates or upgrades released after the Support expiry date will not work with that license.

• SmartBOL software with subscription license will stop working at the end of the lease or subscription period.

• Customer is responsible for maintaining license keys, installation software and data backups in safe place. SmartBOL support does not maintain keys or software version for longer than one year.

• Classic version supports data files shared across local networks (LAN) only. It does not support data files shared across wide area networks (WAN).

• SmartBOL licenses may be cancelled if the term/s of SmartBOL End User License Agreement (EULA) is/are violated.

• Though SmartBOL support will try to solve support issues, there is no guarantee that all SmartBOL related problems can be resolved.

Basic (this version has been discontinued) - Email only support with three business day turnaround

Classic - Telephone support with one business day turnaround

Enterprise - Telephone support with escalation to development team