Support will be unavailable from 1PM EST November 27, 2019 until 9am EST December 2, 2019
SmartBOL® Solution or Enterprise Software - as per the contract
Single User Licenses (Not for Windows Terminal or Citrix server): Each machine requires one license
Windows Terminal or Citrix Server Licensing: Two or more Concurrent user licenses are required
For questions about SmartBOL® licensing, please contact SmartBOL® Sales at 732 981-0444
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 versions: Immediate escalation to development team and priority support
Access to installation files and license keys even if you lose your emails
SUPPORT POLICY FOR QUESTIONS ABOUT THESE SUPPORT POLICIES, PLEASE CONTACT BY EMAIL - [email protected]
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 Thanksgiving day.
Following activities are not covered under standard support. Support may offer instructions or visit: SmartBOL® Support Portal. Please call sales to purchase developer support;
SQL Server installation or configuration
Database or data files backup, restore or move
Data (such as products, addresses) import or CSV file processing
Reconfiguring ODBC Mapping
Issues with third party software
Windows OS, hardware or networking issues
Training or product walk-thru
Though SmartBOL® support will try to solve technical support issues, there is no guarantee that all SmartBOL® related support issues can be resolved.
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 and installers for versions older than 5 calendar years are unavailable. If installer is older than 6 months and the support contract has expired, please allow three business days to upload the file to the site.
Customer is responsible for maintaining license keys, installation software and data backups in safe place. SmartBOL® support does not maintain keys for longer than one year.
Classic version only:
New SmartBOL® Classic license includes one year support contract.
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 support on prepaid, hourly basis. 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 versions - Contact SmartBOL® sales for more information.
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.