Premium support

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Premium support is available to our customers who have purchased some of our support plans (detailed on the download page). Other users are encouraged to use the forums to post questions and contribute to the community.

About our support

Why "premium"?
We call it "Premium support" because you will get it directly from the author of the script Vasil Dinkov. Another reason is that since August 2, 2001 when the first SmartMenus version was released, we have had many satisfied commercial licensees (Sony, IBM, Nordea, Financial Times, Renault, Lufthansa among the most popular) and that experience gives us confidence that we can meet the highest standards when supporting our products.

What are your working hours?
Support queries are processed Monday - Friday. Usually you should receive a response within 24 hours (unless you submit your request on Friday evening or during the weekend our time UTC/GMT +2 hours).

What do you call an "incident"?
An incident is basically a single case when you will need our support for a given issue. An incident may include extensive communication between us (discussions, multiple replies, etc.) until the issue is resolved and you are happy.

What kind of help can you provide?
We can assist you with your implementation in any way and resolve all kinds of issues like possible CSS or JavaScript conflicts with other scripts you may use, answer any technical questions you may have, provide you with step-by-step instructions and code samples, tweak your own code and send you working demos. In case you discover a bug, we will provide you timely with a fix and make sure the next release includes it so that you can safely upgrade in the future.

What is not included?
Note that while we can assist you in any way with your implementation, you will still need to do the implementation on your own. For example, we cannot do the complete implementation from scratch for you just based on your requirements but you can always rely on us for clear instructions and code samples how to achieve what you need.

Please don't hesitate to contact us if you have any questions.