The annual support plan provides for ongoing support after your 1 year free support period
that comes with your purchase has expired. This plan allows you to open an unlimited number
of Incident Support Tickets throughout the year. This plan will be set up as a recurrent
billing and will be billed annually.
You may cancel it at any time.*
Cancellation of your annual billing plan will result in a pro-rata refund if it has not been used. If it has been used, and you have requested support during the period the plan has been in force, the refund amount will be reduced by $19.95 per incident submitted to our help desk, and then pro-rated. If you have submitted two or more incidents during the support plan period then there will be no refund.
Incident Support is defined as needing help with a specific issue at a specific point in
time. For example "How do I use the Editing function to cut a section out of a song”. This
becomes the incident on which we will work with you to fix. Once that incident is addressed
or resolved or fixed that incident is closed. A month later if you encounter the same issue
again, or if a different issues arises that you need help with, this is defined as a
separate incident and will require another Incident Support Session.