Customer Support Policies
We aim to provide you with the support and help you need to get the most out of using Toon Boom software. We have prepared this document to further your understanding of how we provide our services. Please consult your support contract for specific terms. These are a general overview of our policies to help you choose the appropriate level of support.
We offer Kick Start, Silver and Gold Support.
Kick Start support is included with any purchase or desktop subscription.
Silver or Gold support are optional when you purchase a perpetual license.
Desktop Subscription always includes a minimum of Silver support.
Support contract prices listed for perpetual licenses are for one year.
Up to three years can be purchased offline for perpetual licenses (with a maximum of 24 tickets per year for Silver support) — Contact Sales.
We offer support from 8:00 A.M. to 9:00 P.M. in Montreal, Canada (-5 GMT), Monday to Friday.
When a support request is received, we log a support ticket to track your request. Presales questions are not counted as tickets.
We try to respond as soon as possible. We have maximum response times explicitly specified for Silver (48 hours) and Gold (24 hours) support between Monday and Friday.
We offer support on the current releases of our software and also for two versions back.
If your ticket is the result of a bug in our software, we will retire the ticket.
You have up to 90 days to renew your support contract after it has lapsed. Once renewed, the support period will be backdated. Please be aware that you cannot renew support if a new release of software has been announced after your support contract has lapsed unless you first upgrade to the new version.
You can install the localized versions of Toon Boom software (when available) without any additional charges.
We do not offer consulting type services as part of Support. If you need consulting, these services are available separately from us.
* This policy document is subject to change at the discretion of Toon Boom Animation without notification.