Support & Maintenance Policy
Our Support and Maintenance Policy outlines the technical assistance, software updates, maintenance services, and support options available to KRYSTAL DMS customers. It is designed to help you maximize the value of your investment while ensuring continued access to expert assistance and product enhancements.
Key Areas Covered by this Policy
This policy explains the support services, maintenance benefits, subscription coverage, and customer responsibilities associated with KRYSTAL DMS.
Support Services
Access technical assistance through ticket-based support, email communication, and callback-based phone support.
Product Updates
Receive software updates, bug fixes, security improvements, and major version upgrades during the subscription period.
Maintenance Subscription
Maintain access to support services and product enhancements through an active annual maintenance subscription.
Professional Services
Optional installation, training, migration, integration, and consulting services are available when required.
What's Included with Active Maintenance
Customers with an active Support and Maintenance Subscription receive ongoing technical assistance and access to product improvements designed to keep KRYSTAL DMS operating efficiently.
Unlimited Support Requests
Submit support tickets and receive assistance from the KRYSTAL DMS technical team throughout your subscription period.
Software Updates & Upgrades
Stay current with bug fixes, feature enhancements, security updates, and major product releases.
KRYSTAL DMS Technical support policy outlines the product support and maintenance guidelines with the objective to standardize norms, thereby enabling our customers to make more informed purchase, support and upgrade decision.
KRYSTAL DMS Software Maintenance / Technical Support Subscription provides software support and updates to help you keep pace with ever-growing demand of managing your business documents.
KRYSTAL DMS Software Maintenance / Technical Support assures you of:
- Unlimited Support Instances
- Regular Updates (New features, fixes, minor and even major version updates!)
Customers who are under a valid Support Maintenance (Technical Support) Subscription are entitled to the benefits associated with this policy.
Annual Maintenance Subscription (Technical Support) is 20% of the current value of your product configuration. The Software Maintenance (Technical Support) Subscription gives you access to our ticket based email support and all updates, fixes and major updates plus the convenience of call back phone support for instant issue resolutions for the duration of the subscription. Active Software Maintenance is one of the most cost-effective ways to protect your software investment.
Frequently Asked Questions (FAQs)
First Year of software maintenance is required and is already added to the initial purchase of ON PREMISE deployment. Software maintenance can be optionally renewed annually thereafter.
Annual Software Maintenance Subscription:
The Software Maintenance Subscription gives you access to our ticket based email support and all updates, fixes and major upgrades plus the convenience of call back phone support for instant issue resolutions for the duration of the subscription. Annual Maintenance Subscription is 20% of the current value of your product configuration.
The Software Maintenance Subscription gives you access to our ticket based email support. The ticked based email support is available from the Support Center. To open up a new support issue just login to your Support Center and submit a new support ticket. We are extremely responsive and you can generally expect a reply from us within a few hours during normal business hours.
KRYSTAL DMS (ON PREMISE) licenses are perpetual and never expire. However, it is always a good idea to keep your software maintenance current. Keeping the maintenance current not only assures you of support and updates (even major upgrades) but it is also the most cost effective way to keep your software current even if you plan to upgrade once in 5 years and do not need any support from us. We send out several maintenance subscription reminders as early as 90 days before the expiry date to the registered email address with us. If, however, for any reason you missed renewing your subscription this policy will apply to resume your annual software maintenance subscriptions. You can renew or resume your subscriptions at any time by contacting our sales team.
| Duration after expiry | Maintenance Cost* |
|---|---|
| Within 90 days of expiry (same as regular) | 20% |
| Within 1 Year of expiry | 40% |
| Within 2 Year of expiry | 60% |
* The % values are the percentage of the current value of your product configuration.
We do offer professional installation, training, upgrade and custom import tools for legacy data services at a very reasonable price. See KRYSTAL DMS Installation & Training Services. For more information, please contact our support department with your specific needs.
Our website has a full Support Suite under the support section, including online help files, Knowledgebase, Quick Start Guides, Manuals, User Guides, etc to try and solve your problem quickly. Visit this site before contacting technical support to ensure timely resolution of your issues.
All eligible updates, fixes and major upgrades for your product are available from our Support Center.
Minor versions are released 2-3 times a year with bug fixes and new features. A major version is released approximately in 1-1.5 years.
Explore More Support Resources
Access important support documents and service agreements that help you understand licensing, support coverage, maintenance services, and customer responsibilities.
End User License Agreement (EULA)
Review software licensing rights, usage permissions, restrictions, and legal terms governing the use of KRYSTAL DMS.
Service Level Agreement - On Premise
Review the service level commitments and support response objectives for on-premise deployments.
Service Level Agreement - On Cloud
Understand the service availability, response times, and commitments for KRYSTAL DMS Cloud.
Support Policy
Learn about our support services, maintenance benefits, updates, and subscription details.
Need Assistance?
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