Which services are included in Updates & Support?
For on-premises licences, updates & support are provided free of charge to new customers for one year from the date of purchase. This can be extended optionally year by year or as a subscription with automatic renewal and the option to cancel at any time.
If updates & support are suspended, they can be resumed at a later date. In this case, the suspended period will be invoiced retrospectively.
For cloud licences, updates & support are included in the subscription price.
These updates include the provision of new versions and bug fixes, as well as upgrades to newer major versions (where available).
Support includes answering technical questions and resolving issues directly related to the FrontFace software. Support is provided via email or telephone during business hours (9:00–17:00 CET, Monday–Friday). Requests are usually processed within 24 hours. Please note that support does not cover on-site installation of the software at the customer’s premises, setup and commissioning of customer systems, or assistance with technical issues that are not directly related to the FrontFace software (e.g. hardware, operating system or driver issues). Similarly, initial or product training is not included in the support services, but can be booked separately if required.