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Forums » Elegant Ribbon Tech Support » Technical support Collapse All
Subject Author Date
Endre Domiczi Jul 17, 2008 - 12:51 AM


We are a Finland based software development company and we are considering purchasing some of your products. However, what remains unclear is "subscription renewal" and technical support efficiency:

1. On your web site you say, "If you forgot to renew your subscription, you can purchase a new license with a discount of 30%.", but if we are talking just about loosing technical support why would somebody had to buy a new license? We would like to clearly understand if we buy your software and don’t buy (hypothetically) "subscription renewal" does this mean that we still can use your libraries?

2. How effective is your technical support? As we reside in GMT+2 time zone what would be the response time? Currently I can see three questions on the forum pending for your answer from yesterday.

Thanks a lot for your time and I am looking forward to hearing from you soon.

Best regards,

Endre Domiczi


Sevana Oy, Finland

Endre Domiczi Jul 17, 2008 - 7:20 AM


Thanks a lot for a prompt reply. Two more clarification questions please:

- how many updates do you usually deliver during support period?

- what does an update usually include?

Thanks a lot for your time!

Best regards,


Technical Support Jul 17, 2008 - 7:31 AM

Updates are based on issue reports and/or feature requests. Small issues are fixed as they evolve. Complex issues may require more time. But we do not remember any complex issues. We have only complex feature requests.

Updates are delivered as soon as possible. Update means the following:

1) New installation with fixed and improved version of software.

2) Source code in case of you bought software with source code.

Besides, our products are typically released each two months.

Technical Support Jul 17, 2008 - 7:13 AM

Additionally about support: We have 24h support. Unfortunately (or fortunately), we constantly overloaded with e-mail support. That is why you noticed delays with answers here.

Technical Support Jul 17, 2008 - 6:53 AM

Technical Support means technical support period in time. License means license as is. By buying our software you get both license and technical support period (3 month or 1 year). There are no price list entries without technical support.

If the technical support period is expired, then you can choose whether you need to renew it or not. Your decision probably will depend on whether you need higher priority forum and e-mail answers. But there are several other reasons to renew it.

License is not limited in time and you will continue use our software after technical support expiration date as well as before it.

Additionally you should know the following about our software, technical support and licenses:

- Our software has royalty free distribution.
- During the technical support period you will get all the new versions free of charge. So, technical support is more than time period with service.
- You will get issue fixes and updates during technical support period as soon as possible.