Support policy
Support and update eligibility
Eligibility
Support and system updates are available while the license shows active support eligibility. A perpetual license remains usable for its licensed version after support expires, but later releases and support assistance may require renewed eligibility. The customer portal displays current status and available renewal options.
Included help
Standard support covers reasonable assistance with installation, activation, documented configuration, reproducible product defects, and release delivery. It does not include general IT administration, custom development, data entry, legal or tax advice, recovery from missing backups, third-party outages, unsupported modifications, or on-site service unless separately agreed.
Response and resolution
Publisher aims to acknowledge eligible requests promptly during normal business availability, but no guaranteed response or resolution time applies unless stated in a separate written service agreement. Complex issues may require sanitized logs, a privacy-safe support bundle, updates, or a reproducible test case. Publisher may prioritize issues by severity and customer impact.
Customer responsibilities
Customer must maintain verified backups, supported systems, lawful configurations, secure access, and accurate issue details. Never send payment-card numbers, customer passwords, private keys, recovery codes, or unnecessary personal data in a support request.
End of support
Publisher may end support for obsolete releases, operating systems, or integrations after reasonable notice. Security or compatibility limitations may require upgrading to a supported version.
Contact
Use the customer portal or email admin@wks-hq.com.