Email Follow up
Once your ticket number has been created it will be evaluated for free vs. charged-for support. You will then receive another email stating that you either qualify for free service or with instructions on how to use your credit card to purchase a support voucher over the website or via telephone.
Free Email Service
Free email support for an existing ticket is available for those with the current version or one version back who have created an existing ticket. Response to support tickets can usually be expected within four business hours. (M-F 9-3 Central)
Charged-for Email Service
Email assistance is available for those who are not on the current or immediately past version for $29 per issue. After purchasing a support voucher, response to your support ticket can usually be expected within four business hours.
Telephone Assistance or Call Backs
Most support tickets will be handled through email. This will be the initial point of contact. If necessary, telephone contact and follow up will be used to help resolve an issue elevated to the next level.
Users who call Ashlar-Vellum without a support ticket will be charged $10 to create one for them. This support ticket will then go through the standard free vs. paid-for evaluation process.
Free Phone Service
When necessary, free telephone call-backs for existing tickets are available or any of the following:
- Those who have purchased a new license or upgrade within the last 90 days or whose pre-purchased release has shipped within the past 90 days, whichever is later.
- Those with past versions in which the focus of the conversation is limited to whether or not upgrading to a new version will solve their problem.
Response to your support ticket can usually be expected within four business hours.
Charged-for Phone Service
Telephone assistance is available when necessary to those outside the 90-day window, or for those on active rental contracts for US $39 per issue with an existing ticket. After purchasing a support voucher, response to your support ticket can usually be expected within four business hours.
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