Technical Support Policy

Free Support Services

The access to online self-help tools: video tutorials, Knowledge Base, discussion forums, is free. We also gladly accept defect reports from all users. Finally, owners of valid product licenses may always download Maintenance Packs and add-ons for the version(s) they had purchased.

Additional support services require purchase of an annual Support Contract:

Basic Support

Excelsior JET Basic Support offers the following benefits:

  • unlimited email support
  • defect report registration
  • access to Maintenance Packs (cumulative updates including all previsouly issued hotfixes) and add-ons
  • access to new product versions
  • one named customer contact per support certificate

Standard Support Not available for the Standard Edition

Excelsior JET Standard Support offers all benefits of Basic Support plus the following:

  • access to all software patches (hotfixes)
  • guaranteed response time: 1 business day

Premium Support Not available for the Standard Edition

Excelsior JET Premium Support is a comprehensive support option that includes all benefits of Standard Support and offers the following additional privileges:

  • the highest priority of support service
  • remote debugging of issues that may not be reproduced in our labs
  • escalation of severe issues to a Senior Staff Engineer or CTO
  • an additional customer contact
Support Contract
Service options None Basic Standard Premium
Access to self-help tools
Access to Maintenance Packs
Access to new product versions
Access to hotfixes
Defect report registration
Answers to technical questions
Guaranteed response time
Priority service
Remote debugging
Escalation up to the CTO level
Number of customer contacts - 1 1 2
Custom levels of fee-based support are available upon request.

Commercial Excelsior JET licenses come with a bundled Support Contract, entitling you to receive technical support and product upgrades for one year. Upon Support Contract expiration, you will only have access to the free services.

Support contract renewals commence from the expiration of the previous support period, regardless of when the renewal is purchased. If you miss the renewal date by more than one year, you have to pay for the upgrade to the latest version.

A Support Contract for a particular version of Excelsior JET is valid until Product End Of Life which occurs two years after the initial ship date for that version. After that you have to switch to a more recent version to continue receiving Excelsior JET support services under the Contract.

If you elect to use a version of Excelsior JET after its End Of Life, you may still receive the support services on a consultancy basis at Excelsior's sole discretion.