This is our customer support policy and customers are kindly requested to read it thoroughly.Learn about our support policies including issue types, extent of support, supported versions, etc.
We provide professional support for our knowledge base software directly. We don't outsource. We provide an initial 12 months of free basic technical support from the date of purchase to all customers of our knowledge base software via our web-based ticketing system in the customer area. This can be renewed for a nominal renewal fee from the customer area.
We provide technical support for:
We do not provide technical support for:
We agree to provide the following technical support services to our customers:
You understand and acknowledge that in order for us to provide technical support services, you must provide the following:
For issues of a technical nature (i.e. problems identified with the product), there are 4 severity ratings:
Following escalation procedures will be used for all issues submitted by customers through the customer area.
While our technical support department does not operate on a time-sensitive service level agreement (SLA), we do endeavour to provide all customers with a time-to-resolution as close to zero as possible. Our technical support department in Jalandhar, Punjab (INDIA) operates between 9AM - 6PM IST (GMT+5:30) Monday to Saturday.
A general guideline for response time is shown below. All times assume the problem has been replicated locally by our technical support team first:
This support policy may be updated at any time and without notice. By purchasing our knowledge base software and agreeing to the license agreement which is made available before download, you also agree to be bound by any changes to the support policy as they take place and without notification.
Premium support is available within the customer area. Premium support tickets are sent directly to the technical support team allowing users to communicate directly with PHPKB staff to receive firsthand assistance with any problems or questions they may have regarding their PHPKB Software.
Each PHPKB Software license purchase includes a one year basic support subscription (without free updates) at no additional cost. Subscriptions can be renewed till 30 days of expiry (grace period). After end of grace period, renewal fees will incur a penalty charge as shown below. PHPKB Software License does not expire, only Upgrades & Support subscriptions require renewal.
Active Subscriptions: The annual subscription cost will be 20% of the software license cost or $135 USD (whichever is higher)
Expired Subscriptions: The annual subscription cost will be 30% the software license cost to reinstate support or $185 USD (whichever is higher)
NOTE: It is not possible to renew support subscription (even with penalty charge) if the previous subscription has expired 6 months ago.
Please feel free to contact us if you have any questions about our support policy and we will be happy to help.
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