Technical Support Policy
Basic Technical Support
Basic technical support is available at no charge for everyone via e-mail and web-based Support Forums. It includes only answering basic technical questions concerning the use of Heaventools products during evaluation period.
Our free technical support policy is subject to change at any time without notice. We reserve the right to terminate free support to users who in our judgment are unreasonable or abusive, or who have other difficulties beyond the scope of our software products.
Standard Technical Support
Standard technical support is available only for customers who purchased a license for the product. The license includes standard technical support, free software updates, and maintenance releases for 18 months from the date of purchase.
Standard technical support is limited to the capabilities of the version of software you are using. If a support issue can be solved by upgrading to a later version, we will require that you upgrade rather than providing support for the older version.
Standard technical support applies only to the original purchaser or licensee of the software. If your business changes ownership, management or primary software users, and such a change requires us to re-train the new users in the basic functionality, then we may require a new license to be purchased in order to continue support.
Standard technical support is available via e-mail and/or web-based contact form. It includes the following support services:
Heaventools answers technical questions concerning the use and management of the Heaventools products. The questions may be asked by electronic mail, web-based support form or support forum, and are answered within 2 business days.
Please note that we cannot provide support for third party software, including Windows, or provide basic computer operating and software development guidance — if you require such guidance then we recommend that you find some basic Windows tutorial books, or hire a computer support person to help you.
We don't provide pro bono answers to questions that are beyond the scope of our products, or arise from your misuse of the Heaventools products.
Problems may be reported on a 24 hours per day, 365 day per year basis, by electronic mail or web-based contact form.
Heaventools shall use commercially reasonable efforts to respond to customer's problem reports which can be reproduced on the current versions of Heaventools products. "Respond" means and includes: taking and logging the Problem Report, making reasonable efforts on a continuing basis to provide corrections, workarounds and/or patches to correct defects or errors in Heaventools products or provide an alternative suitable workaround until the problem is resolved to the satisfaction of both customer and Heaventools.
During the maintenance and support period, Heaventools will provide customer with the production version of any updates and enhancements.
How to Get Technical Support
You can submit your support inquiry either by using the Web-based form or by e-mail: support (at) heaventools.com
Visit the Heaventools Support Forums for news, support, and discussion.
How to Get Non-Technical Help
Our Customer Support team handles all non-technical questions and requests from customers, such as invoice and billing questions, product update questions, replacement of lost license keys, etc.
Visit our Customer Care Center to find out how to contact the Customer Support.