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Support and Installation Overview/Policy

Outstanding support is the foundation of our company. In fact, we dedicate more than half our resources to support, and we make support a priority over all other work.

Our support hours are Monday - Friday, 9:00 - 5:00 CST.


Hosted Survey Agreement
Hosted Anti Spam Policy
Scope of Customer Support

ClassApps.com Customer Support is available to answer general usage questions about ClassApps.com Survey, including:

• Documented features of our applications
• Uses of ClassApps.com features
• Troubleshooting unexpected behavior encountered while using ClassApps.com

Customer support is available to help customers gain an understanding of SelectSurvey features and functionality. ClassApps.com support will not be held responsible for implementing these product features in a client's project. Our Support Engineers will make reasonable efforts to resolve an issue that is sent, but ClassApps.com cannot guarantee that every issue will be resolved.

ClassApps.com defines a bug as some technical aspect or functionality of a product that does not execute and deliver results as expected and outlined in the supplied product documentation. Unexpected behavior isolated to a user's specific configuration or environment does not correspond with ClassApps.com's definition of a bug. ClassApps.com Support engineers can provide troubleshooting suggestions for unexpected behavior in these cases; however, ClassApps.com is not responsible for the resolution of any such behavior. An issue is recognized as a bug only after it has been reproduced in steps provided by the customer and has been confirmed as a bug in the product by a ClassApps.com Support Engineer.

Installation ClassApps.com defines installation as the process in which the product installation program is extracted from a downloaded file on to the client's web server or hosting account, and the setup program is run to completion in accordance with the authorized installation instructions. After purchasing installation, a technician will contact you via email for information related to the installation. Most installations are completed within 1 business day from purchase date. A completed installation is determined by the successful first run of the ClassApps.com application. This does not include configuration of other applications required by the ClassApps.com application, including, but not limited to Microsoft Windows, Microsoft IIS, SMTP, Microsoft SQL Server, firewalls, or networking components. We provide installation services for an initial purchase or an upgrade, each installation is considered a separate service and will be invoiced as such. Installations can be purchased by checking the "Installation" checkbox from the purchase page or through your online customer account. Support renewals, installation and consulting hours are not refundable.

Support Structure and Pricing

Support for Add-Ons are covered by support for the Core Product. (i.e. ActiveLogic is covered by SelectSurvey.NET support and does not need to be purchased separately.)

	None	Level 1	Level 2
Product Updates	60 days	Yes	Yes
Knowledge Base, Video Demonstrations and Training Manual	Free	Free	Free
Email Support	None	Unlimited	Unlimited
Phone Support	None	None	Unlimited
Annual Price- Single Site .NET	$0	$149.99	$249.99
Annual Price- Enterprise .NET	$0	$210.99	$310.99
Annual Price- Single Site ASP	$0	$69.99	$99.99
Annual Price- Enterprise ASP	$0	$99.99	$129.99
Installation	Additional $149.99	Additional $149.99	Additional $149.99

To get upgrades, log in to your customer account on classapps.com and there are buttons there to renew support, purchase upgrades, purchase installation service, or purchase consulting hours.