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Help Centre
Toon Boom aims to provide you with the support and help you need to get the most out of using our software. This article is a general overview of our policies to assist you in choosing the appropriate level of support.
About Customer Support Policies
Toon Boom offers three types of support; Kick Start, Silver and Gold:
- Kick Start support is included for 90 days after any purchase.
- A subscription always includes a minimum of Silver support.
- You have up to 90 days to renew your support contract after it has lapsed. Once renewed, the support period will be backdated. Please be aware that you cannot renew support if a new release of the software has been announced after your support contract has lapsed, unless you first upgrade to the new version.
When submitting a support ticket, the following applies:
- We offer support from 8:00 A.M. to 9:00 P.M. in Montreal, Canada (-5 GMT), Monday to Friday.
- Tickets can be submitted via the Toon Boom Help Centre portal.
- We try to respond as soon as possible. We have maximum response times explicitly 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.
Support Offering Details
The following shows the specific offerings for each support type:
| Support Offering | Kick Start | 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 | - | - | ✔ |