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Help Centre
Your Toon Boom subscription is your all-in-one success package. It includes comprehensive, built-in support that guides you through fast setup, provides dedicated account partnership throughout the year, and delivers immediate expert help for any technical challenge.
About Toon Boom Customer Support Policies
Toon Boom offers support structured across three tiers, depending on your product type and purchase method:
- Base Support: Included with all active subscriptions purchased via https://shop.toonboom.com/en
- Silver Support: The minimum level of support included with all legacy subscriptions and permanent licenses that maintain an active support contract.
- Gold Support: A premium level of support available for select permanent licenses and enterprise customers.
Support for Permanent Licenses (Renewal Policy)
If you hold a permanent license, maintaining an active support contract is crucial for receiving assistance and accessing new versions.
You have up to 90 days to renew your support contract after it has lapsed. Once renewed, the support period will be backdated to the lapse date.
| IMPORTANT: You cannot renew support if a new major release of the software has been announced after your support contract has lapsed, unless you first upgrade your permanent license to the new version. |
Support Tickets
When submitting a support ticket, the following applies:
- Tickets can be submitted via the Toon Boom Help Centre portal.
- Applicable to Base Support, we offer a 24-hour SLA (Service Level Agreement) response time for all support inquiries received between Monday and Friday (8am to 8pm EST) and unlimited tickets.
- We try to respond as soon as possible. We have maximum response times specified for Silver (48 hours) and Gold (24 hours) support between Monday and Friday.
- We offer support on the current releases of our software, and two versions back.
- You can install the localized versions of Toon Boom software (when available) without any additional charges.
- We do not offer consulting type services as part of Support. Consulting Services are available separately.
Silver and Gold Support Offering Details
The following shows the specific offerings for each support type:
| Support Offering | Silver | Gold |
|---|---|---|
| Installation and configuration assistance | ✔ | ✔ |
| Multilingual support (where possible) | ✔ | ✔ |
| Access to release updates which include critical fixes | ✔ | ✔ |
| Support tickets volume | 24 per year | Unlimited |
| Phone support | ✔ | ✔ |
| Email support | ✔ | ✔ |
| Response time | Within 48 hours | Within 24 hours |
| Access to new releases | ✔ | ✔ |
| Scripting guidance | - | ✔ |
| Beta program participation | - | ✔ |
| Access to in-between fixes | - | ✔ |
| Multiple employees from your company can contact us | - | ✔ |
| Access to previous versions | - | ✔ |
Self-Service & Learning Resources
For immediate answers and ongoing learning, your subscription provides access to:
- Our extensive, self-serve knowledge base, the Toon Boom Help Centre.
- A limited library of resources via the Toon Boom Learn Portal.
- Community support via Discord for access to direct guidance, workflow tips, and expertise on maximizing the software.