How support works

Every genuine support request is read by a person and answered by email. We do not cap the number of requests; ordinary anti-abuse limits apply. This policy applies to all licenses, including those purchased earlier.

Priority

A request is priority when the account it comes from has an enabled license whose maintenance is current — the end date is today or later, and a license with no end date counts. One current license makes the account priority; visible licenses, owned and accepted delegated, count.

Sales, license and account questions are in the priority queue for everyone, because they concern a purchase or access to it. Quotes, orders, invoices, renewals and sign-in problems are priority for everyone. Choose “Sales and licenses” for a purchase question, or “Account and sign-in” when you cannot get into your account.

Standard

Trial, Freeware, guest requests, accounts with no license, and licenses whose maintenance has ended or that are not enabled are standard. Standard requests are answered in the order received, after priority requests. There is no “unknown” level: if a request is not priority, it is standard.

Response time

Priority: our aim is a first reply within one business day; this is an aim, not a guarantee. Standard: best effort, with no response-time target; priority requests are taken first. Business days are Monday to Friday, excluding Italian public holidays.

When maintenance ends

Priority ends when the maintenance window ends; there is no grace period. A renewal adds 12 months from the later of the current end and the payment date; it has no deadline, costs 50% of the license price, and restores priority support. Your account shows the exact price.

What does not change

Every request is answered. We do not cap the number of requests. The form, the attachment limit and the privacy of your data are the same for both queues. We answer questions about the versions you can still download; fixes and new features ship in the current release, and to receive them your maintenance must be active. Support covers any EurekaLog version.

The Classic site said support was “full and unlimited”. That promise is kept in the part that matters: every request is read and answered, the number of requests is not capped, and we answer questions about the versions you can still download. Priority changes the order, not whether you get an answer.

Privacy

Support requests are kept for 12 months; attachments for 180 days. See the privacy policy for the full inventory.