Support+Upgrades
Every Wing Pro license comes with one year of Support+Upgrades, which provides access to email support and upgrades to all newly released versions of Wing Pro. See License Terms for details.
Scope of Support
Support for installation and any bug that blocks a user from working with Wing Pro is always free.
Support for other problems is available to customers using a valid Annual license or a Perpetual license that is covered by Support+Upgrades.
We accept support requests by email to support@wingware.com. We strive to respond within a few hours, and guarantee a response within at most two business days (Monday through Friday, excluding regular US business holidays).
Support requests, bug reports, and feedback may also be submitted from Wing Pro's Help menu, if a valid email address is provided.
All support requests are handled by one of our developers, each of whom uses Wing Pro every day and possesses intimate knowledge of its internals. We respond to every request, and try to provide helpful hints whenever possible.
Support is subject to the terms and limitations given below. Additional support resources are available in our support center.
Upgrades
Users with an unexpired Annual license, or a Perpetual license that is still covered by Support+Upgrades, may upgrade for free to newly released versions of Wing Pro.
Once Support+Upgrades expires, Perpetual licenses will only work with the licensed major release of Wing and all previous releases. In this case, upgrading to a newer major release requires purchasing an upgrade for the license.
Annual licenses include access to all upgrades made during the entire term of the license.
Terms and Limitations
Wingware will provide support for installation, configuration, usage, and diagnosis and fault resolution for Wing Pro.
For serious functional faults that prevent usage of the product, Wingware will seek a work-around or issue an update to resolve the problem. For other faults, Wingware will make a good faith effort to resolve the fault in a subsequent version of Wing Pro, in priority based on its severity in the context of all reported faults.
Support is provided by email only. Support by phone, instant messaging, and other channels is available only at Wingware's discretion in a particular case.
Support is limited to the active user of each covered license.
Support may cover third party products and libraries but Wingware does not warrant its support for any software other than Wing Pro.
Wingware is not obligated to provide a remedy for a fault in old versions of Wing Pro, if a remedy already exists in newer versions.
Wingware cannot guarantee that Wing Pro can be used without disruption, that provided remedies can be used without disruption, or that all problems will be solved.
Wingware's liability is limited to the lesser of the cost of the product license or the most recent Support+Upgrades renewal.
Support requests that prevent us from identifying the licensed user may be subject to delays beyond those specified in this agreement.
