Support Policy

Extensis provides support for the current version of all desktop products. In addition, Extensis will provide limited support for older desktop products up to one year after the product version is no longer offered for sale (usually at the release of the next major version). Extensis may, at their discretion, extend limited desktop product support on a case-by-case basis.

Support for Extensis’ server-based products is covered through annual service agreements (ASA) and agreements must be kept current in order to maintain service. Please contact the Extensis Corporate sales team for more information.

Note: We only support our products in the host application and OS environments in which they are tested. Please see our online support information or contact Extensis Technical Support if you have any questions regarding third-party support or compatibility.

Extensis product support includes:

• Extensis Technical Support¹ during regular business hours.
• Periodic maintenance releases to address bugs and host application and OS compatibility.
• Online access to your Extensis product installers.
• Knowledge Base Articles.

Limited Extensis product support includes:

• Extensis Technical Support¹ for up to one year beyond the end-of-sale date.
• Online access to your Extensis product installers.
• Knowledge Base Articles.

For unsupported products, Extensis will provide relevant Knowledge Base Articles at our discretion.

Extensis Technical Support

Extensis is pleased to provide technical support¹ to registered users of Extensis products. Technical support includes helping you:

• Install and uninstall your Extensis product.
• Upgrade your Extensis product.
• Understand the documented features of your Extensis product.
• Configure and run your Extensis product.
• Troubleshoot unexpected behavior encountered while using your Extensis Product.

Extensis Technical Support does not include:

• Assistance with the specialty customization of our products that may be required to integrate them into your specific workflow. This includes, but is not limited to: Applescript, VB Script, JavaScript, HTML and networking.
• Support for any operating system or third-party host application beyond directly supporting our products as noted above.
• Technical assistance for freeware products, discontinued products, or third-party products.
• Migration, full installation or customization services for server based products.

Extensis offers fee-based consulting services to help you develop and implement advanced solutions for your business using Extensis products.