Support plans

Standard support is included forever with every product. Priority exists for teams running these platforms in production, where a broken payment gateway costs money every hour it is down.

What you get

Standard

Included

with every licence

PriorityAnnual

$149/year

One year. Renew when it ends.

Support duration

How long we answer questions after purchase.

3 monthsincluded in the licence
12 monthsrenewed each year

Install slots

How many servers one licence can run on.

Baseline slotsper licence
+1 installon every licence you own, while it lasts

Server migration

Moving an existing install to a new server.

Not includedquoted as paid work
Includedonce each year

Support contact

Who picks up a support request.

Shared queuefor support requests
A named contacton a direct channel

New products

When a newly released product becomes available.

At public release
Early accessahead of public release

Product pricing

Price paid on further product licences.

List price
10% offon product licences

Standard needs no action. It arrives with your licence and costs nothing.

Both plans keep all of this

  • Full source code, delivered at purchase
  • A perpetual licence — the software runs indefinitely
  • Letting a plan lapse never disables anything already installed
  • Lapsing stops new help and new updates. It stops nothing else.

What counts as a bug, and what counts as a change

A bug is fixed under your licence at no cost, on either plan. A change is quoted as work. The line is drawn here so it never has to be argued later.

A bug — fixed free

  • The product does not do what its documentation says it does
  • An error or crash in unmodified code, on a server meeting the published requirements
  • Something that worked in the version you bought and broke after an official update
  • Installation failing on a stack we list as tested
  • A security issue in code we shipped

A change — quoted as work

  • Functionality the product never had
  • Behaviour that works as documented, but not the way you would prefer it
  • Anything failing because of code you or another developer modified
  • Integrating a third-party service the product does not ship with
  • Running on a stack below the published requirements
  • Design, branding, or layout changes

Changes are quoted on scope by the engineers who built the platform. See what that involves.

Still deciding?

Standard needs no action — it arrives with your licence. Ask us anything before you buy; no account needed.

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