Support Plans

Our support plans are designed to cover you all the way, from initial evaluation to a successful release. From a selection of 'always-on' online resources to a selection of communications channels, we're always there to help.

Support Plans

Trial

Starter

Priority

Ultimate
Affected Products All Trial Products?Trials of RadControls for ASP.NET AJAX, Silverlight, WPF, WinForms, Windows Phone and Windows 8, Kendo UI Complete for ASP.NET MVC, Reporting, JustCode, JustTrace, JustMock Individual Products?RadControls for ASP.NET AJAX, Silverlight, WPF and WinForms

Individual Products?RadControls for ASP.NET AJAX, Silverlight, WPF, WinForms, Windows Phone and Windows 8, Kendo UI Complete for ASP.NET MVC, Reporting, JustCode, JustTrace, JustMock

DevCraft UI Edition?RadControls for ASP.NET AJAX, Silverlight, WPF, WinForms, Windows Phone and Windows 8, Kendo UI Complete for ASP.NET MVC

DevCraft Complete?RadControls for ASP.NET AJAX, Silverlight, WPF, WinForms, Windows Phone and Windows 8, Kendo UI Complete for ASP.NET MVC, Reporting, OpenAccess ORM, JustCode, JustTrace, JustDecompile, JustMock

 DevCraft Ultimate?RadControls for ASP.NET AJAX, Silverlight, WPF, WinForms, Windows Phone and Windows 8, Kendo UI Complete for ASP.NET MVC, Reporting, OpenAccess ORM, JustCode, JustTrace, JustDecompile, JustMock
Support Term Duration?Our commercial licenses include a 1-year support term. Our trial licenses come with 30-day dedicated support to help you complete a successful evaluation. 30 days 1 year 1 year 1 year
Support Incidents?Number of tickets that can be raised for the duration of the Support Term unlimited 10 unlimited unlimited
Ticket Response Time?Get help directly from the people who built our tools. Experience Teleriks renowned support service.

*Please note that a Fair Usage Policy applies. 24h maximum lead-time for each response Mon-Fri, excluding public holidays. 72h lead-time for trial licenses.		 72h 72h 24h 24h
Access to All Telerik Community Forums?743,776+ posts, 795,240+ members and counting. Access a wealth of resources and get connected to our vibrant community. ✓ ✓ ✓ ✓
Public Issue Tracking System?Full transparency on the issues we have verified, scheduled and working on in real time. Every vote counts. ✓ ✓ ✓ ✓
Phone Assistance?Pick up the phone and speak to a technical person right away. Get quick advice and direction, or help us understand the full scope of the issue.

*Please note that a Fair Usage Policy applies. Mon-Fri, 8am - 10pm UTC. Only available with DevCraft Ultimate.		 — — — ✓
Remote Web Assistance?Demonstrate any issues in the environment they occur in.

*Please note that a Fair Usage Policy applies. 24h lead-time. Subject to scheduling availability, 8am – 2pm UTC, Mon-Fri, excluding public holidays. Only available with DevCraft Ultimate.		 — — — ✓
Issue Escalation – 16h response?Escalate your tickets as highest priority in our support queue.

*Please note that a Fair Usage Policy applies. 16h maximum lead-time for each response Mon-Fri, excluding public holidays. Only available with DevCraft Ultimate.		 — — — ✓
Ticket Pre-screening – 4h response?Send us your ticket number at tickets@telerik.com and we'll tell if you need to provide more information in 4h rather than 24h. This will help us find a quick and adequate solution to your problem.

*Please note that a Fair Usage Policy applies. 4h maximum lead-time for each response, 8am - 10pm, UTC Mon-Fri, excluding public holidays. Only available with DevCraft Ultimate.		 — — — ✓

These plans are available for:

DevCraft Ultimate, DevCraft Complete, DevCraft UI Edition, RadControls for ASP.NET AJAX, Silverlight, WPF, WinForms, Windows Phone and Windows 8, Kendo UI Complete for ASP.NET MVC, Reporting, JustCode, JustTrace, JustMock. Please note that OpenAccess ORM and JustDecompile are free products with no support, except when purchsed as a part of DevCraft Ultimate or DevCraft Complete

HAVE A QUESTION?

Contact us

  • +1-888-365-2779
  • +44-20-7291-0580
  • +359-2-8099850
  • +49-89-2441642-70
  • +61-2-8090-1465
  • sales@telerik.com

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