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Technical Support, Annual Maintenance and Upgrade Protection Plan for 3StepShare

3StepShare offers an Annual Maintenance and Upgrade Protection Plan for your 3StepShare installation. The Annual Maintenance and Upgrade Protection Plan is a two-fold service plan that includes access to all 3StepShare technical support resources, as well as free 3StepShare upgrades for the plan's duration.

Each 3StepShare licensed installation includes one free year of the Annual Maintenance and Upgrade Protection Plan following initial purchase of 3StepShare. Also, each 3StepShare Free Trial installation includes the Annual Maintenance and Upgrade Protection Plan for the trial period (14 days). For more information about free trial support during your trial period, scroll down to the section below 3StepShare Free Trial Support.

While covered under the 3StepShare Annual Maintenance and Upgrade Protection Plan, customers can receive technical assistance with their 3StepShare installation via the following methods:

While covered under the 3StepShare Annual Support and Maintenance Upgrade Protection Plan, customers can receive technical assistance with their 3StepShare installation via the following methods:

1. Unlimited 24 hour a day, 365 days a year, access to 3StepShare's online support knowledge base. The online knowledge base includes FAQs on the usability of 3StepShare as well as common technical scenarios that may be encountered while using 3StepShare.

2. Online interactive trouble-ticket system. Submissions are accepted 24 hours a day, 365 days a year. Trouble-tickets submitted are reviewed during normal business hours (Mon - Fri, 9am - 5pm CST) and responses are generally received within 2 hours or less (if received during normal business hours).

3. Phone support - Phone support is available during normal business hours (Mon - Fri, 9am - 5pm CST). Escalation of a particular trouble-ticket to phone support is solely at the technical support department's discretion. In order to have a technical issue addressed over the phone, one must have already submitted an online support ticket.

**Note that the 3StepShare Annual Maintenance and Upgrade Protection Plan must be purchased for all 3StepShare user licenses if more than one is bought under the same company contact. When purchasing additional licenses for your 3StepShare installation, all current Maintenance subscribers must purchase the Maintenance Plan for the new licenses. The cost of Maintenance will be prorated for the remainder of the term of the current Maintenance Plan period. The anniversary date will remain the same; therefore any renewal processed will be for the total number of licenses in the 3StepShare company contact record.

Free 3StepShare Upgrades

In addition to the 12 months of technical support assistance outlined above, the 3StepShare Annual Maintenance and Upgrade Protection Plan also includes, free of charge, all 3StepShare updates and upgrades released during a customer's 12 month plan period. Customers who elect to not to subscribe to the Annual Maintenance and Upgrade Protection Plan may opt to purchase the 3StepShare upgrades at a later date for $19.95 per license.

3StepShare Free Trial Support

In conjunction with the 14 day free trial of 3StepShare, Lookout Software, LLC provides free technical support to all parties during their free trial period through a Trial Support and Maintenance Plan. The three methods of receiving free technical support during your free trial of 3StepShare include:

1. Unlimited 24 hour a day, 365 days a year, via access to 3StepShare's online support knowledge base. The online knowledge base includes FAQs on the usability of 3StepShare as well as common technical scenarios that may be encountered while using 3StepShare.

2. Online interactive trouble-ticket system. Submissions are accepted 24 hours a day, 365 days a year. Trouble-tickets submitted are reviewed during normal business hours (Mon - Fri, 9am - 5pm CST) and responses are generally received within 2 hours or less (if received during normal business hours).

3. Phone support - Phone support is available during normal business hours (Mon - Fri, 9am - 5pm CST). Escalation of a particular trouble-ticket to phone support is solely at the technical support department's discretion. In order to have a technical issue addressed over the phone, one must have already submitted an online support ticket. If escalated to phone support, a technical support representative will contact you or your trouble-ticket will be updated with the technical support phone number.

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