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Premium support

PostPosted: Thu Jan 23, 2014 7:27 am
by danielgo
Hi, I'm very interested in buying X1 Search 8. But I'm not sure if I need to buy premium support, at least for now. So, can I buy premium support later? I am planning to just buy the product. Maybe in the coming months if there's a serious problem or software updates, I will buy it.

Thanks,

Re: Premium support

PostPosted: Thu Jan 23, 2014 8:58 am
by Kenward
Buying X1 gives you 30 days, I think, of support anyway. So you can wait that long.

In reality, the X1 folks aren't like some software houses. (Anyone here from Nuance?) They don't wash their hands of customers after the free support runs out.

You might not get all the updates, but these also aren't always limited to people on a payment plan. It seems to depend on the magnitude of the update.

I'm answering partly because the X1 team may be away. They haven't cleared out a pile of spam that has built up this week. Fortunately, I spotted your message in among the junk.

Re: Premium support

PostPosted: Thu Jan 23, 2014 9:22 am
by Chris Wheaton
danielgo - Allow me to assist you with your purchase options.

If you purchase "license only" you receive 90 days access to technical support and 90 days software upgrade service via our support portal: http://www.x1.com/support/x1_search.html - Login here to download products or submit technical support service requests.

If you opt to add the Premium Support the services discussed above are extended to a full year. When purchased in combination with your license the Premium support, is discounted to $19.95 per year. (this is an optionally renewable cost).

We can make the Premium Support available at a later date as a stand-alone purchase but the cost is $24.95. The option to purchase the Premium Support as a stand-alone purchase is not an "open ended" opportunity; you should determine to purchase at or near the expiration period of the 90 day term.

As Kenward mentioned, if you were to submit a service request as a client without support I'm not going to turn you away for a one time service. I think of this as the Tech Support Hippocratic Oath - First Service the Customer - then worry about the money. :wink: :wink:

I hope this helps you in your purchase decision.

Re: Premium support

PostPosted: Thu Jan 23, 2014 10:15 am
by danielgo
Hi Kenward, thank you for fast reply. I wonder how can I never heard X1, have been strugling with Google Desktop and Copernic for so long :(

Thank you Chris. Now I can decide how to buy your great product. I appreciate the Tech Support Hippocratic Oath. :D
Also I'm sorry for posting here at beta topic. I just realized that I should have post my question in general discussion.

Re: Premium support

PostPosted: Thu Jan 23, 2014 3:01 pm
by Kenward
X1 is one of those well kept secrets that converts cannot live without. I have a messy filing system and rely on X1 to rescue me.

Apologies for short changing the support that comes with the original purchase. I was probably confusing it with the 30 days that you get from other operations.

When it comes to thing that you find after support "runs out", the X1 team seems to see all new issues as an intellectual challenge that they want to sort out. In other words, they learn from them too.

If it isn't a new issue, then you can probably find answers here.