Package	Duration	Support Type		No-Charge Upgrades		Credit Amount
		Email	Phone	Minor	Major
Included Support	30 days	Yes	No	Yes	Yes	30%
Essential Support	12 months	20	No	Yes	No	50%
Compre- hensive Support	12 months	20	20	Yes	Yes	100%

Terms and conditions

Included Support lasts for 30 days, and provides direct technical assistance by email, as well as access to our free online resources (available 24x7), including documentation and support database archives. During this 30-day period, you can upgrade your license at no cost to any updated ListManager versions of the same level and configuration that we make available.

After 30 days, you may use our free online resources, but will not have access to direct email assistance. If you choose to upgrade to a higher license level or to a new software version, Lyris will grant you a 30% credit of the price paid for your existing license.

Essential Support lasts for 12 months. Prices for this package are based on the ListManager license you select, and are available at a discount when purchased with a software license. To calculate your support costs, use one of our pricing calculators.

Essential Support provides direct technical assistance by email (20 incidents max), and also covers the license holder for all new minor versions (i.e., "point" upgrades) that Lyris makes available during the covered period.

If you choose to upgrade to a higher license level or new major version during the covered period, Lyris will grant you a 50% credit of the price paid for your existing license.

Comprehensive Support lasts for 12 months. Prices for this package are based on the ListManager license you select, and are available at a discount when purchased with a software license. To calculate your support costs, use one of our pricing calculators.

Comprehensive Support provides direct technical assistance by email and telephone (20 incidents each max; phone hours are Monday through Friday, 7am - 5pm PT), and also covers the license holder for all new minor and major versions that Lyris makes available during the covered period.

If you choose to upgrade to a higher license level during the covered period, Lyris will grant you a 100% credit of the price paid for your existing license.

Note that Comprehensive Support packages may only be purchased within 90 days of your license purchase.

Single support incidents

If you'd like to resolve a technical issue by telephone without an annual contract, we offer a Single Support Incident for $250. Please note that this type of assistance does not include the long-term upgrade benefits of our Essential and Comprehensive Support packages.

To purchase a Single Support Incident, please call (510) 844-1600 and have your credit card ready.

ListManager installation

If you would like assistance with a complete "fresh" install of Lyris ListManager software on your dedicated ListManager server, contact our Lyris Professional Services team.

The assisted installation costs $300 and includes up to one hour of help via telephone, telnet, or VNC. Other system administration (e.g., reconfiguring your network, managing coexistance with other mail or web servers, etc.) will require a custom quote.

ListManager training packages

Lyris offers a variety of online training classes for ListManager customers. View details here.