Support Policy
Our Support Policy has been effective 1st November 2016
This policy defines the support lifecycle for JLexArt products.
We provide support in Forum on daily basis in two support levels: FREE Support, and PRO Support. Take a look at the chart to see the difference between the two support levels in details:
Details |
FREE Product Support |
PRO Customers Support |
|---|---|---|
Customer type |
Registrants who download FREE Edition products |
Subscribers who have active PRO orders. If the order expires, renew it to continue getting support. |
Forum support category |
FREE Product |
PRO Product |
Support hours |
8:30 – 17:00 GMT+7:00 |
8:30 – 17:00 GMT+7:00 |
Max response time for: |
|
|
Business days |
48 hours |
16 hours |
Weekends & Public Holidays |
72 hours |
24 hours |
Support Scope |
General bug fixes applied in the next release |
|
Out of scope |
We unfortunately cannot help you with:
|
|
How to get fast, effective support?
Before you post a thread, please be sure to always search our Documentation, Forum and watch our Video tutorials. If you do not find the answer yet, please provide us with detailed information and we will try to help.