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Support & Upgrade Policy
Thank you for choosing GoDB. To help you solve your questions and issues we have provided online forums and FAQ's. Before making a Technical Support request you may visit 24x7 Knowledge base/Support Forum/FAQ online to resolve your issues if already answered.
If your question is still un-answered, you can subscribe to our paid support services and contact our technical support staff.
Technical Support
Technical Support refers to general troubleshooting to isolate potential causes and issue resolution (usually through software hot-fixes and workarounds to through samples and code snippets).
- Support will be charged per-incidence basis
Available in lots of 5 or 10 -incidence payable in advance
Per incidence charge of INR 5000
Validity period of one-year
- On-site support will be provided at a cost of INR 10000 per day plus travel and accommodation cost (applicable only in India)
- Before using your support option have a look at online FAQ
- Minimum support for Pre-sale activities will be provided through email or chat
- Bug report or Enhancement requests or Documentation errors will not be considered as Support request and are not charged (however no solution or response would be provided for such request)
Terms and Conditions
- Answers will be provided in plain text format (no illustrations/images)
- Where there is no direct solution work-around(s) will be provided
- If the installed version doesn't support the feature requested, will be advised to upgrade to newer versions
- If no solution/answer is provided the call will be nullified and can be used later for another question
- Support is provided only in English
- Support is provided from the hours of 9.30am - 6.00pm (IST), Monday through Friday, excluding holidays
- Only one support issue per incident is allowed. A development support incident is defined as single request for support for a specific technical problem that cannot be subdivided into subordinate problems. You will be asked to re-phrase the question to exclude other sub-question if the original question had more than one.
- You will have to provide as much information as possible to speed-up the solution. Include the following along with your question
- Your GoDBTech Id (online id)
- Description of the problem
- Operating system version (with SP number if applicable)
- Product(s) installed along with the version number (and upgrade details)
- Network setup details (if applicable)
- Log files (if applicable)
- Configuration details (if applicable)
- Steps required to reproduce the error
- Your question may be posted in the common (public) FAQ section to help others solve their problems (you will have to include it in your support request if you do not want this to be posted in public forum) excluding your personal information and other details. GoDBTech reserves the right to use this information in any manner it deems fit, unless you specify otherwise in your support request.
- GoDBTech reserves the right to withdrawal technical support for any discontinued or outdated version of a product
- The pricing, terms and conditions of this support policy is subject to change with-out notification
Upgrade Policy
- AMC for a year to get all upgrades will cost 20% of purchase value or current product price which ever is higher
- All major and minor version changes will be included in the upgrade package
- Minor upgrades will be available free of cost for download from GoDBTech web site
Terms and conditions
While all effort will be made to retain the older-version compatibility in the newer major updates, the discontinued features will be listed in the upgrade note and the user should test for compatibility before upgrading the production environment
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