The following is a brief overview of our support offering. The full support policy with terms and conditions is made available to existing support holders or with any IndySoft issued quote that contains product or support line items.
IndySoft offers initial installation assistance to new customers for the period of 30 days from delivery notification of products. Installation coverage includes clarification on installation instructions and troubleshooting issues arising during installation but does not cover IndySoft physically performing installation of the products in your environment. It is assumed your IT department or another qualified individual will be performing the installation following our installation documentation.
Registration of Products
Registration of your software is in no way bound to a service/support agreement and as such, should always be available for your purchased products as long as the product and registration process is compatible with the intended operating system(s).
Phone and Email Support
Cases are reviewed on a first-come, first-served basis and categorized in a manner which ensures issues without workarounds are addressed with the utmost urgency. Usability questions which are answered in training or practical application of the documentation are not part of the support plan package. Creation of lifecycle models, creation of print templates, and other matters where the customer asks IndySoft to configure customer-specific requirements in the software deployment are considered billable service work and are not part of the support plan. Documentation issues, where specifically related to exposed features in the software, are treated the same as an application issue with the software through the support channels.
Upgrade and Update Protection
The IndySoft support plan covers both updates and major upgrades. This means that as long as you are under support, you always have access to the latest versions of your purchased products. Information about the latest versions can be found on this site or by logging into the customer portal at my.indysoft.com. Even if a customer with support has no issues resolved by a current release, they may download the latest versions for installation or, alternatively, view the release notes in order to evaluate their needs for the newer versions of their purchased products.
Customer Portal Access
The IndySoft.com portal provides customers with an easy way to access the latest releases of their IndySoft products along with details about the release. Other features include the ability to review historic support tickets, view contact records for your organization, and read knowledge base articles related to your purchased products. Some features of this service may not be available to non-support holders or may be limited due to ongoing data retention policies.