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Support Information

Support Timing: Between 9AM and 5PM Eastern – Monday Thru Friday except federal holidays and day after Thanksgiving day.
 
 
 
Support level by Cloud plan.
  • Base Plan: support by email only.
  • Pro Plan: support by email and phone.
  • Solution plan: priority support by email and phone.
 
For questions about the support policies, please contact by email – [email protected]
 
 
Desktop Products (Classic and Enterprise) Support Policies.
  •  Support contract is required to get telephone, email or online Support for SmartBOL® products.

  • Following activities are not covered under standard support. Support may offer instructions or visit: SmartBOL® Support Portal. Please call sales to purchase developer support;

    • SQL Server installation or configuration
    • Database or data files backup, restore, or move
    • Data (such as products, addresses) import or CSV file processing
    • Password recovery
    • Reconfiguring ODBC Mapping
    • Issues with third-party software
    • Windows OS, hardware, or networking issues
    • Training or product walk-through

  • Though SmartBOL® support will try to solve technical support issues, there is no guarantee that all SmartBOL® related support issues can be resolved.

  • Support for additional licenses, purchased at discounted price, will expire at the same time as the first license.
  • Support can be extended within 30 days of previous support contract expiry. After the 30 day grace period, contact sales to purchase upgrade license.
  • Versions released within the last 36 months are supported. Past versions are not supported and installers for versions older than 5 calendar years are unavailable. If installer is older than 6 months and the support contract has expired, please allow three business days to upload the file to the site.
  • Customer is responsible for maintaining license keys, installation software and data backups in safe place. SmartBOL® support does not maintain keys for longer than one year.
  • Classic version only:
  • New SmartBOL® Classic license includes one year support contract.
  • Classic version does not support data files shared over wide area network (WAN) or VPN.
  • During one support year, database can be repaired maximum of three times.
  • If you need technical support and your support contract has expired and if you have the permanent SmartBOL® license key you may purchase support on prepaid, hourly basis. SmartBOL® Support makes no warranties that the support issue will be resolved.
  • If you do not have license key, you may purchase SmartBOL® Upgrade license.
  • Enterprise versions – Contact SmartBOL® sales for more information.
  • SmartBOL® Software with perpetual license will not stop working after Support period expires. However version updates or upgrades released after the Support expiry date will not work with that license.
  • SmartBOL® software with subscription license will stop working at the end of the lease or subscription period.
  • Support does not cover any issues with third party software versions other than the ones advertised on SmartBOL® website. Please contact SmartBOL® support before upgrading SmartBOL® interfaced third party software. SmartBOL® is under no obligation to modify its software to fix this type of issues.
  • SmartBOL® licenses may be cancelled if the term/s of SmartBOL® End User License Agreement (EULA) is/are violated.
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Support: [email protected]
Telephone: 1.732.981.0444
Fax: 1.732.334.1091
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