SUPPORT POLICY

Your success in using SQL Backup Master is very important to us, and we want to help you with any problems you experience along the way. This document describes what we support, how we provide that support, and for how long.

Free, email-based technical support services are offered to SQL Backup Master customers who are within their support coverage period.

Standard edition licenses are eligible for support for a period of 30 days. For professional edition licenses, this period extends to 90 days. Enterprise and site licenses are eligible for technical support for a period of six months.

We also offer free technical support to organizations actively running SQL Backup Master with a trial license for evaluation purposes.

Our technical support services are focused on the components that comprise the SQL Backup Master software solution.

We do not, however, support software components that are pre-requisites for SQL Backup Master. Example of components we do not support directly include SQL Server, Windows Server and its subsystems, and components licensed by other entities (such as Microsoft).

If you have an issue and you're not sure if it's covered by our technical support services, please feel free to reach out so we can help make that determination.

Key Metric Software provides technical support for SQL Backup Master via email. We strive to answer all support requests within 24 hours of receipt during normal business hours (Eastern Standard Time zone), but often respond to support inquiries much faster (particularly those flagged as high priority).

Support requests can be initiated via our support request form.