| Trial | Priority | |
| All Support Issue Replies Reviewed for Quality Assurance
* Fair Usage Policy applies to this option | ● | |
| Issue Escalation to Product Development Teams
* Fair Usage Policy applies to this option | ● | |
| Priority Involvement in Beta Programs | ● | |
| Access to Telerik Forum | ● | ● |
| Guaranteed Response Time (Mon-Fri)
* Fair Usage Policy applies to this option | 72 hours | 24 hours |
| Unlimited Web-Based Requests Using Our Online
Ticketing System * Fair Usage Policy applies to this option | ● | ● |
| Validity | 30 days | Depends on the purchased subscription plan (30 days to 1 year) |
| All Service Packs for the Product Version You Purchased | ● | |
| All Major Versions and Service Packs
for the Duration of Your Subscription Plan | ● |
Most of our product licenses include unlimited access to the support service. In order to keep providing our industry-leading level of support, we have instituted a fair usage policy for our support services: A support manager will review customer activities that exceeds at least ten times the average amount of support requests.
Fair Usage Policies applies to: Support Tickets, Enhanced Technical Support, Issue Escalation and Ticket Pre-Screening. Business hours:
| Features and Services | Business Days | Business Hours | Other |
|---|---|---|---|
| Support Tickets | Monday - Friday, excluding public holidays | 8 am - 10 pm UTC | |
| Phone Assistance | 8 am - 10 pm UTC | ||
| Remote Web Assistance | 8 am - 10 pm UTC | Subject to scheduling availability. Required 24-hour lead time. | |
| Issue Escalation | 8 am - 10 pm UTC | 16-hour maximum lead time for each response. | |
| Ticket Pre-Screening | 8 am - 10 pm UTC | 4-hour maximum lead time for each response. |