The typical standard and premium support plans have response time guidelines for cases received during our standard office hours (excluding holidays), but no guarantee is made that your system will achieve a particular uptime or a particular issue will be resolved in a specific period of time.  If your project requires SLAs or 24/7 support please contact the Appeon sales dept. to discuss a custom support solution for your organization.

You are eligible to receive updates, which include bug fixes and new versions of the software, if you meet all the following requirements:

  • You legally obtained the software from Appeon or authorized reseller;
  • You have purchased an Update Subscription Plan (USP) for all copies of the software; and
  • USP has been continuously renewed (i.e. no lapse in coverage).​