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Support Policy Update

Last post 02-20-2012, 0:44 by jfrench. 0 replies.
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  •  02-20-2012, 0:44 516350

    Support Policy Update

    Effective January 17 2013, Corel will have a new support policy for Pinnacle products. The new support policy is outlined below.

     

    Support Policy for Pinnacle Products

    Corel provides three levels of support for Pinnacle Products:
    • 14 Day Warranty Service for newly purchased products
    • Premium Paid Support
    • Limited Support
     
    14-Day Warranty Service
    If you have purchased or registered your product within the last 14 days, you are eligible for free installation and activation support.
    • You may use our on-line Submit Question form and receive a response within 6 business hours.
    • If required, a technical expert will schedule a call to further assist you.
    • Applies to a single installation or activation issue.
    • You have access to our extensive Knowledgebase articles, Discussion groups, and Facebook.
     
    Premium Paid Support 
    For questions not covered by our 14-day Warranty Service or the 14-day warranty period has elapsed.
    • You will receive an exclusive phone number for technical support in your order confirmation e-mail.
    • You may use our on-line Submit Question form and receive a response within 2 business hours.
    • Each paid support ticket is limited to a one-time, single use, but you may purchase as many tickets as needed.
    • You have access to our extensive Knowledgebase articles, Discussion groups, and Facebook

    Premium Paid Support does not cover:

    • Network installations with Terminal Server, NetWare®, or Linux®
    • Custom development, such as macros or Microsoft® Visual Basic for Applications (VBA) customization, etc.
    • Support for any 3rd party software integration such as ODMA or OLE
    • Installation issues caused by non-Corel software conflicts or hardware issues (computer, printer or other equipment)
     
     
    Self Help for All Products
    For all products:
    You have access to our extensive Knowledgebase articles, Discussion groups, and Facebook.

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