Customer Support Policies and Benefits

Return Policy

MachSol provides a fully functional 30-days trial period for all its products for you to setup and test our product in your lab environment. You are purchasing software after full evaluation and therefore all sales are final. MachSol will not entertain refund requests once you have evaluated and purchased the software license.

Major and Minor Versions

Upgrade to major and minor version is free if you have an Active Software Service Agreement

A major version change is signified by change to the version number on the left side of the version's decimal point or the first decimal point to the right side of the version number. Example, 4.3 to 5.0 or 5.1 to 5.2.

A minor version change is signified by change to second or greater decimal point to the right side of the version number. Example, 4.30 to 4.31 or 5.10 to 5.11.

Contact Technical Support

Unlimited free e-mail based technical support is available to registered owners of MachPanel products which are covered by an Active Software Service Agreement

Contact us via e-mail. You may buy an active Software Service Agreement here which allows you unlimited e-mail based technical support and free upgrades.

Evaluation Version Technical Support: If you are software evaluator and need technical support, contact us via e-mail or telephone.

30-Days Trial Period Support

All trial users are entitled to receive free support under 30-days from the date of trial software installation. Free support coverage includes e-mail support and also patches and upgrades.

Lite Edition Support Policy

The Lite Edition software users are not entitled for free support. The software updates, both major and minor, are however free.

Software Service Agreement (SSA)

Software service agreement is available if you purchase the product. It enables you, for a period of 12 months, to receive all patches and major upgrades as well as e-mail and telephone support.

Supported Version

Only the current and the previous major version is supported. Previous version support policy may change at any time on our discretion after allowing reasonable time for upgrade.