As a customer with a Premium Support plan, you’ll receive support by email within 1 UK business day (consider UK bank holidays). Issues that are genuinely urgent or cannot be resolved via email within a reasonable time, are escalated to online assistance via WebEx.

Minor product updates are updates within the same major version of a product (e.g. ver. 5.4 is a minor update of ver. 5.3).
Major product updates are updates to a higher major version of a product (e.g. ver. 6.0 is a major update of ver. 5.3 or 5.4).

If you don’t have a support plan, you’re limited to help through the support section of our website. If you purchase a plan, it will become active only once the order is placed and confirmed, which can take several days, hence we recommend that you renew your support plans yearly.

Software Assurance SQList plans are “per licence”: if you purchase multiple licences you will need to purchase a plan for each. They are charged yearly in advance and you can cancel at any time, however the remaining paid period is not refunded.

Additional information