Available Support

FinalCode strives to provide timely and effective support to our customers and partners as defined in the support entitlement details below. FinalCode online support is available to all users is available to all users.  FinalCode email and phone technical support is available to licensed users who are administrators of the FinalCode platform.

In order to optimize our response for all users, please be sure to first review the support entitlements and when contacting FinalCode support, please prepared to include your license number (found in your FinalCode client application), a brief summary of the question or issue, and necessary details for our support staff to replicate the problem.

Technical Support Entitlements

FinalCode Readers / View-only users will have their FinalCode client dynamically updated and can obtain support via online FAQ and can send email inquiries to support@finalcode.com. Business Edition administrators are entitled to Standard Support, while Enterprise Edition administrators are entitled to Advanced Support.

Standard Support

Advanced Support


Term

1 Year or multi-year from shipment date

1 Year or multi-year from shipment date


Support hours

6am – 6pm (PST)
Business days except US holidays

24 x 7 x 365 Pacific Standard Time (PST)


Email support

Yes

Yes


Software updates*

Yes

Yes


Telephone support

No

Yes**


General inquiry support response time

Within 2 business days

Within 1 business days


High severity inquiry support response time

Within 1 business days

Within same day


Standard Support


Term

1 Year or multi-year from shipment date


Support hours

6am – 6pm (PST)
Business days except US holidays


Email support

Yes


Software updates*

Yes


Telephone support

No


General inquiry support response time

Within 2 business days


High severity inquiry support response time

Within 1 business days



Advanced Support


Term

1 Year or multi-year from shipment date


Support hours

24 x 7 x 365 Pacific Standard Time (PST)


Email support

Yes


Software updates*

Yes


Telephone support

Yes**


General inquiry support response time

Within 1 business days


High severity inquiry support response time

Within same day


* Software updates for non-subscription licenses require the optional purchase of additional support and maintenance services. Software updates are applied to SaaS customers according to scheduled and ad hoc hosted application maintenance.

** Telephone support on high severity inquiries