Technical Support Policy
This policy describes the availability of technical support for Aeris. Support policies for other products have their own policies and have no bearing on technical support for Aeris.
In addition to direct contact support, you can also get answers to the frequently asked questions posted on the Aeris web site.
Technical support is provided at no charge for the first 60 days from the date of your purchase of Aeris Basic. After that, technical support is available for free by email only and only so long as you are running the most current version of the program (not counting the maintenance release number). For live support after your 60 days, see Paid Support below.
Evaluation Software (Demos)
You have free telephone, fax, and email support through the expiration of the evaluation period (usually 60 days).
Live technical support by telephone or fax after your 60 days of free support have passed is available for a charge. You will need credit card information (Visa, MasterCard, or Discover) to give to the technician at the beginning of your call. See the price list for the current technical support charges or you can ask the support technician.
If you call on a single issue and, by the end of the call, we determine that the issue was caused by a defect in Aeris, your credit card will not be charged. If your call involved more than one issue and at least one issue was not caused by a defect, you will be charged.
When you have contacted technical support on an issue, there is no additional charge for repeated contacts on the same issue until that issue is closed. If you do not contact technical support regarding an issue for 30 days, the issue is closed.
- Support policies and prices are subject to change without notice.