Product End of Life
Per-Incident Support
Two main support options are available for purchase for InstallShield, InstallAnywhere, and AdminStudio: Maintenance Plans (included support depends on level of plan purchased), and Per Incident Support.
Maintenance Plans are only available for current products and can only be purchased as part of a bundle with a current Flexera Software product. If you own a previous version of a Flexera Software product, these bundles are also available at special upgrade pricing. At this time, new Maintenance Plans cannot be purchased separately. Maintenance Plans are available directly from Flexera Software or authorized resellers.
Per Incident Support is available for all currently supported versions of InstallShield, InstallAnywhere, and AdminStudio and can be purchased directly from Flexera Software at any time. Per Incident Support is not available products/versions that have reached their end-of-life.
Flexera Software also provides extensive complimentary resources for self-help such as online help, knowledge bases, and user forums.
| Feature | Per Incident Support |
| Price | US $250 per incident EU €250 per incident GBP £170 per incident |
| Hours of Operation - InstallAnywhere | 8:00am - 6:00pm Pacific Time Zone, USA Monday through Friday |
| Hours of Operation - InstallShield | 8:00am - 5:00pm Central Time Zone, USA Monday through Friday |
| Hours of Operation - AdminStudio | 8:00am - 5:00pm Central Time Zone, USA Monday through Friday |
| Length of Service | Valid for one year after purchase |
| Product Updates | No |
| Product Upgrades | No |
| Products Supported | InstallShield, InstallAnywhere, AdminStudio |
| Contact for Purchase | 1-800-809-5659 |
| Flexera Software Support Website | http://www.flexerasoftware.com/support |
| Number of support questions per event | One |
| Initial Response Time | 2 business days |
Per Incident Support is defined as a single support issue with InstallShield, InstallAnywhere or AdminStudio. One incident may involve several interactions with Technical Support to resolve. A reasonable effort will be made to resolve the issue to the customer's satisfaction. If it is determined the issue is related to a bug in the software verified by Flexera Software Engineering department, the charge will be refunded. Separate per-incidents must be purchased for multiple support issues or requests.
Upon purchasing a Per Incident Support event, the customer will receive an order confirmation with a serial number. Please retain the order confirmation since the serial number is required to deliver support.
Under the "Per-incident Support Program", contact for a support incident can be via phone or online incident submission.