Support

Licensing Policy

Single User Licenses (Not for Windows Terminal or Citrix server):Each machine, SmartBOL Classic or Enterprise is installed on, requires one license.

Windows Terminal or Citrix Server Licensing: Two or more Concurrent user licenses are required to use SmartBOL Classic or Enterprise in this environment.

For questions about SmartBOL licensing, please contact SmartBOL Sales at 732 981-0444.

Yearly subscription license price may change without notice.

Why renew support?

Technical support by email, telephone and online
Cheaper to renew support within grace period than purchase upgrade license when you need support
Classic version: Free upgrades to the latest SmartBOL versions
Enterprise: Immediate escalation to development team and priority support
Access to installation files and license keys even if you loose your emails

Support Policy

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

Support contract is required to get telephone, email or online Support for SmartBOL products.
Support Timing: Between 9AM and 5PM Eastern - Monday Thru Friday except federal holidays and day after Thanks giving day.
New SmartBOL Classic 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.
Versions released within the last 36 months are supported. Past versions are not supported.
Though SmartBOL support will try to solve technical support issues, there is no guarantee that all SmartBOL related support issues can be resolved.
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 only:

Classic version does not support data files shared over wide area network (WAN) or VPN.
If you need technical support and your support contract has expired and if you have the permanent SmartBOL license key you may 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 license key, you may purchase SmartBOL Upgrade license.

Enterprise version - you may pay for support by hour in whole hour increments. Contact SmartBOL Support for hourly support rates.
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.
Support does not cover any issues with third party software versions other than the ones advertised on SmartBOL website. Please contact SmartBOL support before upgrading SmartBOL interfaced third party software. SmartBOL is under no obligation to modify its software to fix this type of issues.
SmartBOL licenses may be cancelled if the term/s of SmartBOL End User License Agreement (EULA) is/are violated.

Support level by version:

Classic - Telephone support with one business day turnaround

Enterprise - Telephone support with escalation to development team