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Premium Support FAQs

What is the expected response time for Premium Support?

Initial response times is typically within 2 business hours.  Our Premium Support hours are Monday through Friday from 9AM to 5PM US Eastern time (excluding public holidays).

When does a Premium Support ticket expire?

Your Premium Support ticket must be used within 365 days of purchase.

How do I submit a Premium Support ticket?

You can either submit a new premium ticket online or transfer an existing standard support ticket to a premium one.  You will be asked to enter a valid ticket code no matter you submit a new one or do a transfer.  The order owner can find the Ticket Code from the User Center.

What defines an ‘ticket’?

A ticket is defined as a single support issue that can be resolved with 8 hours or less of labor by our Premium Support staff.  A single support issue is an issue that cannot be broken down into smaller issues. If it can be broken down, each smaller issue would be considered a ticket in itself.

Am I guaranteed a solution?

While our Premium Support staff will make the best effort to resolve your issue, there could be a variety of factors out of our control that block us from resolving your issue.  As such, we cannot guarantee to resolve your issue.  If we are unable to deliver an acceptable solution, you will be notified and your ticket will be cancelled.

What is considered an acceptable solution to the issue?

Our Premium Support staff will agree upon the definition of the issue with you when you open your ticket.  The ticket will be closed after the Premium Support staff has delivered one or more suggested solutions to you.  If we are unable to deliver an acceptable solution, you will be notified and your ticket will be cancelled.

Is there anything that Premium Support does not cover?

  • Product feature enhancements
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