At Wingware, we take supporting our users very seriously. When you email Wingware support you will be dealing directly with one of the primary developers of Wing IDE, who possess intimate knowledge of the IDE's internals and use the IDE daily to develop, test, and debug itself.
Cost of Support
Support for installation and any bug that blocks a user from working with Wing IDE is always free. Support for other problems is available to customers covered by a Support+Upgrades subscription under the terms of this agreement.
One year of Support+Upgrades is included with every Wing IDE Professional Commercial Use license. Support+Upgrades may be added to other license types or extended at a cost of $89/year for each license.
Please use the upgrades page to add or extend Support+Upgrades on existing licenses.
Scope of Support
Wingware accepts support requests at support at wingware.com. We strive to respond within a few hours, and guarantee a response within at most two business days (Monday through Friday, excluding regular US business holidays).
Wingware will provide support for installation, configuration, usage, and diagnosis and fault resolution for the covered Wing IDE products.
For serious functional faults that prevent usage of the product, Wingware will seek a work-around or issue a patch to resolve the problem. For other faults, Wingware will make a good faith effort to resolve the fault in a subsequent version of Wing IDE, in priority based on its severity in the context of all reported faults.
Support requests, bug reports, and feedback may also be submitted from Wing IDE's Help menu, if a valid email address is provided. We try to respond to every report, and to provide helpful hints where possible
Upgrades
Upgrades within your licensed major release (for example 4.x) are always free. Licenses covered by a Support+Upgrades subscription will also upgrade automatically to newer major releases of Wing IDE when placed into service by the user.
Limitations
Support is provided by email only. Support by phone, instant messaging, and other channels is available only at Wingware's discretion in a particular case.
Support is limited to the active user of each covered license.
Support may cover third party products and libraries but Wingware does not warrant its support for any software other than Wing IDE.
Wingware is not obligated to provide a remedy for a fault in old versions of Wing IDE, if a remedy already exists in newer versions.
Wingware cannot guarantee that Wing IDE can be used without disruption, that provided remedies can be used without disruption, or that all problems will be solved.
Wingware's liability is limited to the cost of the Support+Upgrades subscription.
Support requests that prevent us from identifying the licensed user may be rejected or subject to delays beyond those specified in this agreement.
