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Maintenance and Support Plans

Creating great content requires more than the right tools – we invest the time, money and resources to ensure your success, every step of the way. All new license purchases include our Bronze-level maintenance and support plan, which ensures you have access to our technical support resources when it matters most, as well as other benefits such as free product updates and upgrades.

For expanded support, including unlimited telephone inquiries, our premium Platinum-level maintenance and support plan can be added to your purchase.

Great software products are everywhere. Great customer support is rare.

KEN HARTSHORN
Manager Technical Documentation,
Actifio

I just want to take a moment to say how much I love MadCap Software's products and help desk support! Your products are intuitive, attractive, and loaded with more features than I am even looking for, and your help desk staff is the best I have ever encountered.

ANN MEZGER
Pinnacle Management Systems, Inc.

I must say that your Platinum support team is the BEST I've seen in nearly 20 years in the software industry. I call, I ask, MadCap Software techs have the solution!

DON RASKY
Mitchell International, Inc.

What’s Included in a Maintenance Plan?

1 Product Upgrades, Updates and Bug Fixes

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.

2 Extended Support Hours, Unlimited Inquiries and More

MadCap's premier Platinum Maintenance Plan provides customers with the ultimate support plan. Send projects directly to senior engineers, get extended phone and email support hours, enjoy unlimited support inquiries, and more! Plus receive special invitations to Beta test new products and releases throughout the year.

3 Award-winning Support Team

We are committed to providing exceptional service and support to each and every customer. Our in-house technical support team works directly with the development teams to ensure that every customer receives the best possible support.

4 Quick Return on Investment

The cost of a one-year Bronze Maintenance Plan is less than the cost of a single license upgrade. Since you are guaranteed at least one major version release during your contract, adding maintenance not only gives you access to technical support, it saves you money on all the upgrades during your maintenance term.


Use the Maintenance Plan Calculator to Determine the Total Product and Maintenance Plan Cost that Best Fits Your Needs.

Note: Prices reflect the perpetual license price plus the cost of maintenance.

Product + Bronze Maintenance

Product + Platinum Maintenance

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Maintenance Plan Benefits



Free Product Upgrades and Updates During Maintenance Period

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Unlimited Email Support

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Knowledge Base Access

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Forum Access

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Telephone Support

Monday – Friday, 7:00 AM to 4:00 PM (US Pacific Time)

$99 Charge Per Inquiry

Unlimited

Extended Telephone Support Hours

Monday – Friday, 4:00 AM to 6:00 PM (US Pacific Time)

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Priority Phone Support

Unlimited Phone Inquiries

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Priority Email Support

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Senior Engineer Support Team

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Project Analysis

Send Projects Direct to Support Team

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Product + Bronze Maintenance

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Maintenance Plan Benefits

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Free Product Upgrades and Updates During Maintenance Period

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Unlimited Email Support

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Knowledge Base Access

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Forum Access

$99 Charge Per Inquiry

Telephone Support

Monday – Friday, 7:00 AM to 4:00 PM (US Pacific Time).

Product + Platinum Maintenance

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Maintenance Plan Benefits

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Free Product Upgrades and Updates During Maintenance Period

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Unlimited Email Support

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Knowledge Base Access

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Forum Access

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Unlimited & Extended Telephone Support

Monday – Friday, 4:00 AM to 6:00 PM (US Pacific Time)

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MadCap Central Subject Matter Expert Seats (x2)

SME Contribution and Review

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Priority Phone Support

Unlimited Phone Inquiries

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Priority Email Support

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MadCap Connect for Zendesk

Publish Directly to Zendesk. View Details Here.

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Senior Engineer Support Team

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Project Analysis

Send Projects Direct to Support Team


Not on a Maintenance Plan?

You can still get Platinum level telephone support by purchasing a single inquiry. However, there are many benefits to having a maintenance plan. Please note, a maintenance plan must be purchased within 30 days of product purchase.

Purchase a Single Inquiry

Purchase

Maintenance Overview

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