With the opening of our new Austin location, we’re excited to announce that we’ve expanded our support hours for sales and technical support. For Platinum Maintenance customers, it’s now easier than ever to get access to our award-winning support team.

Our new support hours for Platinum Maintenance customers are as follows:

  • 4:00 AM to 6:00 PM (US Pacific Time)
  • 7:00 AM to 9:00 PM (US Eastern Time)
  • 12:00 PM to 2:00 AM (Western European Time)

Our maintenance plans ensure that you have access to our technical support resources when it matters the most, along with other benefits. While all new license purchases include our Bronze-level maintenance and support, Platinum Maintenance offers a comprehensive set of benefits to ensure your success, every step of the way.

In addition to extended support hours, our Platinum Maintenance Plan includes the following:

Free product upgrades and updates during maintenance period. We regularly develop new versions of our software to incorporate new features and suggestions received from our customers. A maintenance plan is the best way to stay up-to-date with the latest version. For the duration of your maintenance period, you are entitled to all upgrades, new version releases, and any bug fixes provided.

Unlimited priority email and telephone support. There’s no limit to the number of inquiries you make. In addition, Platinum Maintenance customers are placed on high priority, ensuring a quicker response from our team.

Access to support from senior engineers. Platinum Maintenance customers have direct access to highlight experienced engineers, who can help users get the most out of their new product investment.

Send projects directly to support team for project analysis. Having issues with a Flare project? Send the project directly to our team and they can screen share and walk through the issue with you.  

View more details on our Maintenance Plans, or contact us to learn more.

Plus: Extended Hours for Sales Support

The new Austin office also gives our sales team the enhanced ability to provide extended support for East Coast and European users. Get started with a free trial, available with Platinum Level Technical Support, for a streamlined customer experience. If you have any questions regarding the product or need a demo for your team, our sales representatives are available to assist.

Not on a Maintenance Plan?

You can still get Platinum level telephone support by purchasing a single inquiry. However, a Maintenance Plan offers a range of perks beyond access to award-winning technical support.  A maintenance plan saves you money on any product upgrades or version updates, gives access to our knowledge base and forums, and much more. 

Whether you’re trying to solve a technical issue, have a question about a particular feature, or want to chat about the best way to tackle a project, our technical support team is ready to help. Reach out here and we’ll be happy to help you out.

About The Author

Marvin Mallari

About Marvin Mallari

As the Senior Manager of Technical Support, Marvin Mallari has over seven years of experience in customer advocacy and customer support. Since joining MadCap Software in 2011, he has served in numerous leadership roles aimed at managing support representatives and resources. He currently oversees the award-winning Technical Support team at MadCap Software, ensuring that each and every user is provided with exceptional support.

Last Modified: February 5, 2019

This entry was posted in News & Announcements. Bookmark the permalink.

Have Something to Say?

Your email address will not be published. Required fields are marked *