Support Policies

This page explains how QuoteWerks support and product updates are provided, including what is included with your license and what requires an active Update Maintenance Program (UMP). It outlines available support options, access requirements, and related policies so customers can clearly understand how to receive assistance and stay current with QuoteWerks releases.

Phone Support

Your initial QuoteWerks purchase or subscription includes 45 minutes of phone support.

How does your phone support generally work? Essentially your purchase of QuoteWerks comes with a package of support minutes. Each time you call in for phone support, those minutes are deducted.

Email and Ticket Technical Support

QuoteWerks provides technical support through email and support tickets based on the product purchased and the associated maintenance or subscription status. Phone-based technical support remains available based on your remaining support minutes, or may be purchased separately through Pay-per-Minute phone support, regardless of maintenance or subscription status.

QuoteWerks Desktop (License Purchase)

Customers using QuoteWerks Desktop under a license purchase must have an active Update Maintenance Program (UMP) to be eligible for email or ticket-based technical support. If UMP is not current, email and ticket support are not available.

QuoteWerks Desktop (Subscription)

Customers using QuoteWerks Desktop under an active subscription receive maintenance as part of their subscription. No separate UMP purchase is required for eligibility for email or ticket-based technical support while the subscription remains active.

QuoteWerks Web (Subscription)

Customers subscribing to QuoteWerks Web editions (including Essential, Balanced, or Pinnacle) receive maintenance and eligibility for email and ticket-based technical support for QuoteWerks Web as part of their active subscription.

Email and ticket-based technical support provided through a QuoteWerks Web subscription does not extend to QuoteWerks Desktop unless Desktop is separately covered by an active subscription or Update Maintenance Program (UMP).

Other Subscriptions (e.g., QuoteValet or VendorRFQ)

Standalone subscriptions for other products (such as QuoteValet, when not bundled with a QuoteWerks Desktop or QuoteWerks Web subscription and not covered by UMP) do not entitle the customer to email or ticket-based technical support for QuoteWerks Desktop or QuoteWerks Web.

Extended Support

Pay-per-Minute phone support

Once your included minutes of phone support have been depleted, you may contact support services by phone for Pay-per-Minute support at a rate of $1.00 per minute for time spent on the phone with a technician, and for any time that the technician spends researching the issue. You will not be charged for any time spent on hold, unless the technician is actively working on the issue while you are on hold. Please note that with Pay-per-Minute support, you are paying for the time spent for our best reasonable attempt to resolve an issue, and does not guarantee a resolution. Pay-per-Minute support must be paid by credit card.

Support minutes are purchased in 30 minute blocks for $30.

Best Phone Support Option in the Industry

What we do:

The QuoteWerks approach to phone support is the best option in the industry available to customers. It keeps their costs down while delivering on-demand phone support.

Minutes are banked and can be used years later. On each call, only the number of minutes used are deducted. Minutes do not expire.

What we don't do - and why:

NO PHONE SUPPORT
Many companies simply do not offer phone support because it is costly to staff enough people to answer phone calls.

FREE UNLIMITED PHONE SUPPORT
Companies that provide this typically have a limited number of tech representatives answering the phone, so in effect, you end up being on hold for 45 minutes or more each call.

FIRST 30 DAYS FREE SUPPORT
Most customers barely get started during the first 30 days and usually have lots of questions as they start to really use the software on a daily basis, but by that time the phone support expired.

PER INCIDENT SUPPORT
Companies that provide this typically give you 3 support incidents. Whether it is a 5 minute phone call or a 2 hour phone call, it uses one incident. Only having 3 chances to talk with support on the phone before phone support expires is not that helpful.

Professional Services

QuoteWerks Technical Support is available to answer specific questions that would not be considered consulting. QuoteWerks also offers services like Implementation Services, Proficiency Boosters, Sales Rep Trainings, and Professional Services.

Paid Updates

You may purchase an Update Maintenance Program to receive product updates and upgrades. No additional phone support minutes are included with the purchase of paid updates.

Obtaining Support

Please refer to our support page for details on our support offerings.

Please note: Support policies are subject to change without notice.