Support Policy

Registering Your Licenses

It is very important to register your product licenses.

Products purchased at our online store are automatically registered. Since an email address is required for Support and Upgrade Agreements, customers who purchase a Support and Upgrade Agreement when they order will automatically be registered for support. Volume License customers will also be registered for support automatically.

If you purchase through a reseller and do not purchase a Support and Upgrade Agreement, you must register through our web site to be eligible for the support services below and for the right to purchase upgrades. If you have not yet registered, please click here.

Standard Support

All registered users are entitled to 30-day installation support. You may contact our support personnel via email or telephone to help you install and configure your Thursby product. Please have your serial number available since you will need it.

If you choose to forego the Support and Upgrade Agreement, after your initial 30 days you can still email us any problems you have. On a time available basis, we will review these emails and inform you of any fixes or workarounds. Information you provide may help our engineering of the next product release.

Customers opting for Standard Support can purchase an upgrade to the next major product version, when available.

Support and Upgrade Agreement

Customers with active Support and Upgrade Agreements (annually renewable) will be able to download upgrades of their Thursby product at no additional charge. Plus, you will continue to receive priority telephone and email support to answer questions, to help you configure the software, and to assist in problem resolution. Each year, you will receive notification via email when it is time to renew the Support and Upgrade Agreement.