Maintenance & Support

ActivePDF's Production Maintenance & Support programs provide you everything you need to deploy and administer your production solutions.  Benefits include prioritized support, major and minor product upgrades, access to beta and pre-release versions of ActivePDF software, and access to password-protected resource areas of the ActivePDF website.

Request a quote or verify your support status

We also offer a comprehensive Developer Program, providing you all of the resources you need to ensure your ActivePDF development projects are a success.  
 

Quick Start Support

Our Quick Start program is designed to help you get up and running quickly with your ActivePDF software, providing you with complimentary support for the first 30 days after purchase. Whether you need assistance during your rollout to production, or just have a few coding questions, we've got you covered. 

Our Quick Start program includes:

  • Free 30-day support for Production license
  • Major and minor version upgrades released within 30 days of purchase

Response Time:  Email within 4 business hours
                         Monday - Friday
                         7:00am - 4:00pm (Pacific)

Submit a Ticket:  Here


Production Maintenance & Support

Our Production Maintenance & Support program ensures you have access to the latest major and minor releases of your software while providing you superior support for your production licenses.

Includes:

  • Major and minor version upgrades
  • Production Support*
  • Email support within 4 business hours
  • Escalation to Senior Engineer as required
  • 1 named support contact per license

*Production Support:

Assistance with issues relating to a production license and affecting a production environment. Includes licensing, installation, configuration, network and file specific issues. Excludes diagnosing, reviewing or otherwise troubleshooting code.


Response Time:  Email within 4 business hours
                         Monday - Friday
                         7:00am - 4:00pm (Pacific)


Production Maintenance & Support must be purchased within 30 days of production license purchase and is renewed annually.

Submit a Ticket: Here

Request a quote for Production Maintenance & Support


Gold Support

Gold support provides you the highest level of support for your mission critical applications. Available as an add-on to your existing support contract, Gold Support includes prioritized issue handling and phone support for high-priority issues, access to betas and other pre-release builds, as well as extended support life for legacy products.

Includes:                                                                                                            

  • Access to hot-fixes, patches and pre-release builds
  • Access to beta software
  • Email response within 2 business hours for normal priority issues
  • Extended hours phone support for high-priority/critical issues
  • Extended support for legacy licenses 
  • Extended "End of Sale" date for legacy licenses
  • Up to 5 named support contacts


Response Time: Email within 2 business hours
                        Monday - Friday
                        7:00am - 4:00pm (Pacific)

Phone Response:  Based on frequency and volume

Request a quote for Gold Support


Premium 24/7 Support

Premium 24/7 support is available on a per-incident basis. Customers purchasing a 24/7 incident are issued a hotline number granting them direct access to a senior Technical Support Engineer anytime day or night.  

Response Time: 24/7 Hotline

Per Incident Charge: $995/per Incident

Includes up to 2 hours of assistance per incident.

Unused Premium Incidents expire 6 months after purchase.

A separate incident will be required if an issue can be broken down into multiple issues. Click here for more information on Incident Definition & Resolution.

 

NOTE: Maintenance & Support programs are subject to ActivePDF's current prices, terms and conditions, and are subject to change without notice.

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866 468 6733 

Outside US:
+1 949 582 9002

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