Customer Support Policy

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.

What is supported?

We provide technical support for:

  • How-to and feature related questions for the PHPKB edition you have purchased.
  • Basic usage questions and troubleshooting unexpected behavior for documented features.
  • Technical issues and defects where the product you purchased has been identified as the cause by a support engineer.
  • Errors in documentation and official technical support materials as available from our website.
  • Installation and/or upgrade related issues and defects.
  • Product runtime and operation errors or failures (not including those produced by Apache, IIS, MySQL, etc).
  • Only basic questions for interoperability with third party products, such as 3rd party HelpDesk and CRM Systems.
  • Problems with license keys as a result of upgrading or changing servers.

What is not supported?

We do not provide technical support for:

  • Issues with or usage of software outside of the product you purchased (such as creating FTP accounts, repairing corrupt database tables, etc).
  • Database integrity or database performance issues, including database optimization and tuning.
  • Configuration/installation of PHP, Apache, IIS, MySQL, MS SQL Server, etc.
  • Products where code has been customized, regardless of whether the change was minor in nature or not.
  • Data migration, database backups or repair of corrupt database.
  • Enabling/disabling PHP settings on your web server.
  • Debugging of mail servers or mail server configurations.
  • Issues experienced in non-supported server or client environments.
  • Network configuration or deployment.
  • Products which have not been updated to the latest version.

Software Maintenance Period

Supported Products & Versions

Extent of support

Technical support

We agree to provide the following technical support services to our customers:

Customer's maintenance obligations

You understand and acknowledge that in order for us to provide technical support services, you must provide the following:

Issue types

For issues of a technical nature (i.e. problems identified with the product), there are 4 severity ratings:

Escalation procedures

Following escalation procedures will be used for all issues submitted by customers through the customer area.

Response times

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:

Updates to Our Support Policy

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 Subscription

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.

Support Term & Fees

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.

Any Questions?

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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Whether you are looking for an in-house solution OR a cloud-hosted knowledge management tool, PHPKB knowledge base software offers enterprise-class features with pricing that can fit a small business budget.

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