Remograph

Support

General Support

Being a small and agile company, we can allow ourselves to quickly bring our products and services into line with the needs of our customers. To be able to add new functionality desired by our customers in the next version of a product and to quickly deal with any issues in an existing version are things that we see as extremely important. Remograph appreciates any feedback, comments, questions or complaints from our customers.

For customers holding a Remo 3D license, support is available at:
support@remograph.com
Please provide your company details and license key.

Customers are welcome to purchase an optional support plan (described below), available for an annual fee from the Purchase section.

Versioning

Remo 3D is updated in major releases (e.g. from 1.x to 2.x) and minor releases (e.g. from 2.1 to 2.2). Major releases involve significant changes in functionality or added features, while minor releases include bug fixes and current functionality adjustments.

Product Upgrades

Minor releases are available at no additional costs for all customers with a license of the corresponding major version.

A 30% discount on a new major release is given to all customers with a corresponding license of the previous major version.

Support Plan

The optional support plan offered for Remo 3D includes:

  • Prioritized support via e-mail (support@remograph.com), both regarding usage of the product and any problems encountered. Feedback on a submitted support issue will be given within 2 workdays (holiday seasons excluded).

  • Discounted development of custom features. Support plan customers will be entitled to 20% off standard hourly rates.

  • Separate patch releases for problems reported (other customers have to wait until the next minor release). Remograph will aim to issue a patch or a suggested work-around within 5 workdays.

For customers with the Remo 3D support plan, Remograph will continue to support a version of Remo 3D as long as the newest version is no more than one major step higher. For example, version 1.x will stop being supported when version 3.0 is released.

The cost for the optional Remo 3D support plan is 20% of the current license cost per year. The support plan cost is determined considering the total amount of licenses of the same major version in possession of the customer, based on company or department information.

Custom Scripts Service

Remograph is available for development of custom scripts and macros, a cost-effective way of letting professionals solve your time-consuming manual editing problems once and for all. For examples, see the free collection in the Scripts section. Custom scripts and macros can of course be even more complicated and powerful.

Note that support plan customers are entitled to 20% off standard hourly rates for this service as described above. Just let us know what problems you need to be solved, or what work you need to be automated to save time and money. Send an inquiry to sales@remograph.com to receive a quote.



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