Technical Support Plans

Download Service Level Agreement

Protect your investment by purchasing a Technical Support Plan for your eligible software product¹. To purchase a Technical Support Plan, contact a Jolly customer service representative or the vendor where you purchased your software.

Gold Coverage Plan Highlights²

  • Receive telephone and e-mail support with free remote assistance using online meeting software such as GoToMeeting, where applicable
  • Receive support for basic, advanced and expert level service requests
  • Service requests receive the highest level of priority and will be responded to within one (1) business day following the day of the request
  • User can request request new installation of software license in case of existing system failure³

Cost:
$500 per Premier License
$250 per Standard License
$125 per Light Client License

Silver Coverage Plan Highlights

  • Receive telephone and e-mail support with free remote assistance using online meeting software such as GoToMeeting, where applicable
  • Receive support for basic and advanced level service requests
  • Service requests receive a higher level of priority than Bronze service requests and will be responded to within two (2) business days following the day of the request
  • User can request request new installation of software license in case of existing system failure³

Cost:
$400 per Premier License
$200 per Standard License
$100 per Light Client License

Bronze Coverage Plan Highlights

  • Receive e-mail support¹
  • Receive support for basic level service requests
  • Service requests will be responded to within five (5) business days following the day of the request

Cost: Free

¹ Technical Support Plans are only available for eligible products. No support, including e-mail support, is available for discontinued or end-of-life products.

Eligible Products: All Jolly Products version 5.0 or higher
Discontinued Products: All Jolly products released prior to version 5.0 including Print Studio 1.x, 2.x and Jolly products version 3.x, 4.x.

² Technical Support Plan prices are subject to change without notice.

³ New installation of software license without successful deactivation of existing installed license is not available for customers without a valid Gold or Silver Coverage Plan or a Software Assurance Plan. Under normal circumstances, a software license must be transferred to a different workstation using the software’s Deactivation Wizard found in software's Help menu.

Requests for new installation of software license without successful deactivation of existing installed license will only be granted in special cases of documented system failure. The customer will be asked to fill out a ‘Request for new installation due to system failure form’ and submit a signed copy of this form with proper documentation. The customer must provide sufficient documentation of a system failure or the new installation request will be denied at the Jolly customer service representatives discretion.

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