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Knowledgebase: Support policies
Support Policy
Posted by Martin Laplante on 24 March 2015 02:09 PM

PointFire 2010, PointFire 2013, PointFire 2016, PointFire 2019, and PointFire 365 are free for you to download, as is PointFire Power Translator.  The trial version of the on premise versions does not expire and has full functionality, but displays a watermark on every page on which the feature is activated.  For PointFire 365 and PointFire Power Translator, the initial trial is 30 days, available anonymously, but will be extended indefinitely by contacting us if you are carrying out evaluation or development leading to putting it in production.

The trial version may be used for development and testing, but not for operational use in production.  Anything developed using the trial version can be converted to the licensed version or migrated to the licensed version with minor adjustments to parameters.

In most cases, the trial version can be upgraded to the most recent release.  To download the trial version or updates, you need to be registered with the site.


Trial version

Limited pre-sales support is available.  Submit a ticket here This support has lower priority than support to the licensed version, so please be patient.

If you are an system integrator or have an target date for going live with a licensed version, please mention this in the ticket and the priority may be adjusted.


Licensed version

Support is available to licensees.  Submit a ticket here You will get a reply within two working days, less for higher priority issues.  Support also includes access to all new versions.  Tickets can be submitted through this URL and follow-ups are through the site or via e-mail.  No one but the parties to the ticket can see it online.  Screen sharing may be requested at the option of the PointFire support staff.

Premium support may available on request via our partners, if phone support or extended support is required.

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