Elecard Support Program plan terms


  • Time of Response

    During the Time of Response Elecard support team shall investigate the issue and provide you with a reasonable solution or work-around to this issue.

    Note: All your requests are responded to during local business hours. For more details about business hours, visit this page


  • Number of responses per day

    During a single workday Elecard support team shall provide you with the number of responses specified by the corresponding support program plan. However, we will do our best to reply to your emails at our earliest convenience.


  • Program duration

    Except for specific agreements made between you and Elecard, any of our support program plans should be valid for a 12-month time period. After this period is over, you will be transferred to the support program plan as specified in the table and offered the corresponding services.


  • Free update period

    We will be glad to offer you free updates on your Elecard product within the time period specified in the table. Upon extension of the support program, free update period is granted for the period of program extension.

    ** Consumer and Professional products available for purchase from Elecard website are updated for free within the major product versions.

    Elecard defines the Update as a modification to the Elecard product including product fixes and minor enhancements, with the changes to the minor product version (e.g. 1.0.0 to 1.0.1 or 1.1.1);

    Elecard defines the Upgrade as a modification to the Elecard product providing additional features or performing additional functions not provided or performed by the originally delivered product. Such modifications result in the major version upgrade which involves a change in the first digit of the version number (e.g. 1.0 to 2.0). Upgrade to the major version requires an upgrade fee.


  • Program price

    To purchase the required support program plan, click here. Please note that the support program purchase is not refundable.


  • Discount for Program extension

    You are welcome to purchase an additional year of technical support package with a significant discount.


  • Downgrade to the support plan

    After your current support plan period is over, you will be supported in accordance with the basic support plan terms. Exclusive support plan users have special terms for support plan downgrade.