MESCIUS Maintenance and Support Plans
MESCIUS is committed to providing the highest-quality technical support for all our developer components. Our support plans are structured to meet the needs of every developer and company to ensure your success in using our products.
Support Plan Tiers and Benefits
All developer licenses include Standard Support. In addition, some products also include Platinum Support as part of their base purchase. The following tables outline what support tier is automatically included in your base product purchase:
| .NET Products | Included Support Tier |
|---|---|
| ComponentOne | Standard Support |
| ActiveReports.NET | Standard Support |
| Spread.NET | Standard Support |
| Document Solutions Products Includes Documents for Excel, PDF, Word, Imaging and Bundle |
Platinum Support |
| JavaScript Products | Included Support Tier |
|---|---|
| SpreadJS*** | Platinum Support |
| ActiveReportsJS | Platinum Support |
| Wijmo | Platinum Support |
To get the most from our additional services, you can upgrade to our enhanced support tiers at the time of license purchase.
For those companies that need dedicated premium services above and beyond our standard support offerings, we also offer Enterprise and Professional Services support that are individually customized for each company's needs.
| Standard Support | Platinum Support | Enterprise Support | |
|---|---|---|---|
| Monitored Community Forums | ✔ | ✔ | ✔ |
| Online Ticket Support | ✔ | ✔ | ✔ |
| All releases within your active license period | ✔ | ✔ | ✔ |
| Ticket Response Time | 3 Business Days | 1 Business Day | 1 Business Day |
| Issue Escalation Priority | Medium | High* | Highest** |
| Remote Web Assistance | ✔ | ✔ | |
| Unlimited Callback Phone Support (immediate access to our Tier 2 US-based support engineers) |
✔ | ✔ | |
| High Priority Feature Requests | ✔ | ||
| Product Manager Access & Follow-Up | ✔ | ||
| Escalated Support Case management | ✔ | ||
| Product Roadmap Access | ✔ | ||
| Support Benefits | Per Developer | Per Developer | Per Company |
| Price | Included | Included with Platinum option purchase | Contact Sales |
*** Includes the next major version release of the product as part of your benefits, also referred to as Maintenance.
Perpetual licenses of ActiveReports.NET and Spread.NET include free product updates for the purchased major version.
Support Service Definitions & Notes
Developer Access - Platinum Support is accessible per developer which means if your company purchases one Platinum Support license only the developer registered to that license can access those services. Enterprise Support enables anyone at your company to access the higher tier support services.
Remote Web Assistance - Our support team may offer to remotely access your development machine to quickly resolve an issue so you don't have to. This is typically for installation and licensing issues.
Call back Phone Support - Our industry leading phone support allows you to speak with a support agent immediately to report an issue or receive follow-ups on open issues.
Feature Requests - We can't guarantee every feature request gets implemented. If the feature request aligns with our product roadmap, we will plan it for the next major release time permitting. For Enterprise Support, the estimated timeline for approved feature will be clearly communicated by our product team.
Platinum and Enterprise Support services are not available with ActiveX and COM Editions.
Issue Escalation Priority Definitions
- Medium (Standard Support) - Escalated issues are typically resolved in the maintenance update that follows the next major release.
- *High (Platinum Support) - Escalated issues are typically resolved in the next update whether it's a hotfix or major release.
- **Highest (Enterprise Support) - Resolved issues will receive a custom, tested build as soon as the issue is fixed.
Support Scope and Guidelines
We are committed to providing high-quality technical support for all our developer components. Our support services are designed to help customers successfully install, integrate, and troubleshoot our products within the defined scope outlined below.
This document establishes the guidelines, scope, and expectations for our technical support services to ensure we can effectively assist our developer community while maintaining sustainable support operations.
Support Business Hours: Monday–Friday, 9:00 AM–5:00 PM EST (excluding holidays)
Note: Response times are targets, not guarantees. Complex issues may require additional time for proper resolution.
Support Overview
Our support services are intended to assist customers in effectively utilizing our products within the boundaries of reasonable and defined use. The scope of support includes:
Included Support Services
- Product Installation & Setup: Assistance with downloading, installing, and initial configuration of our components
- Standard Usage Guidance: Help with implementing standard features and functionality as documented
- Licensing Support: Clarification of licensing terms, activation procedures, and license-related issues
- Implementation Questions: Responses to questions about how to use specific features or APIs
- Bug Reports: Investigation and resolution of confirmed product defects
- Documentation Clarification: Explanation of unclear or missing documentation
- Code Examples: Provision of basic code samples demonstrating standard product usage
- Pre-sales Inquiries: Questions about product capabilities, compatibility, and pricing
Excluded Support Services
The following are considered outside the scope of standard support:
- Custom Development: Writing custom code, plugins, or applications for customer-specific requirements not related to MESCIUS Code
- Consulting Services: Architecture guidance, design recommendations, or project planning
- Third-party Integration: Troubleshooting issues with third-party libraries, frameworks, or platforms not directly related to our products
- Legacy Version Support: Support for versions older than two (1) major release cycles
- Performance Optimization: Code reviews, performance tuning, or optimization of customer applications
- Training Services: Formal training sessions or extensive educational guidance are not included in any support package. For more information on training packages, please contact your sales representative
- Emergency Support: Immediate response outside of standard business hours (unless specifically contracted)
- Debugging Customer Code: Extensive debugging of customer applications or business logic beyond general knowledge support
- Infrastructure Support: Server configuration, deployment issues, or hosting-related problems fall outside of the scope of support
How Issues are Addressed
When you submit an issue through our support ticket system, our team will respond with a solution or request further details within one to three business days. If the issue is caused by a bug or requires changes to the API it will be escalated to our development team. Our goal is to resolve all critical bugs at a higher priority than issues that require changes to the API.
Fair Usage Policy
To ensure equitable service for all customers, we maintain the following usage guidelines:
Reasonable Use Standards
- Support requests should be directly related to our products and their documented functionality
- Customers should make reasonable efforts to research solutions using available documentation before contacting support
- Each support case should focus on a single, specific issue
- Requests should include sufficient detail for our team to understand and reproduce the problem
Support resources are limited and shared across our user base. Excessive, repetitive, or abuse-like behavior may result in response time degradation or restrictions. Examples include:
- Submitting multiple tickets for the same issue
- Frequent off-scope questions (e.g., custom dev, third-party help)
- Using standard support channels for urgent enterprise-level needs
Ticket Limits (Soft Guidelines)
- We do not enforce hard ticket limits, but we monitor for unusual patterns and may intervene if one user or team exceeds normal usage patterns.
Prohibited Uses
- Using support as a substitute for proper development resources or training
- Submitting requests that are primarily requests for custom development
- Requesting support for unofficial modifications or customizations to our products
- Overwhelming support with excessive or unreasonable requests
Phone Support Guidelines
Phone support is available to Platinum customers only during business hours. Please note the following:
- Scheduling: Callback appointments can be scheduled through the ticketing system
Triage Focus: Phone support is primarily used for initial issue assessment, clarification, and triage Not Single-Call Resolution: Most technical issues cannot be fully resolved during a single phone call Follow-up Required: Phone conversations typically result in follow-up actions, additional research, or formal case creation Documentation: All phone support interactions are documented in our ticketing system for tracking and follow-up
Remote Web Assistance Guidelines
Remote web assistance (Teams, Zoom, or screen sharing) is available to Platinum customers on a case-by-case basis. Please understand:
- Pre-approval Required: Remote sessions must be pre-approved and scheduled through our support team
- Complex Issues Only: Reserved for issues that benefit from real-time collaboration or screen sharing
- Not Immediate Resolution: Like phone support, remote sessions are typically for investigation and guidance, not immediate fixes
- Preparation Required: Customers must have their development environment ready and the issue reproducible
- Session Limits: Sessions are typically limited to 60 minutes with follow-up actions documented in the case
- Recording: Sessions may be recorded for documentation and training purposes with customer consent
Customer Responsibilities
To help us provide efficient and effective support, customers are expected to:
When Submitting Support Requests
Provide Complete Information: Include product name, version, platform details, and operating system
- Detailed Problem Description: Clearly describe the issue, expected behavior, and actual behavior
- Steps to Reproduce: Provide specific steps that reproduce the problem
- Sample Code: Include a minimal, complete code sample that demonstrates the issue
- Error Messages: Include full error messages, stack traces, and relevant log entries
- Screenshots/Files: Attach relevant screenshots or sample files when applicable
During the Support Process
- Respond Promptly: Reply to support team requests for additional information within 5 business days. Cases waiting for responses from customers auto-close after 5 business days
- Test Solutions: Implement and test suggested solutions, providing feedback on results
- Stay Focused: Keep communication focused on the specific issue being addressed
- Follow Guidelines: Adhere to the scope and usage policies outlined in this document
Required Information Checklist
- [ ] Product name including specific control names
- [ ] Development environment (IDE, framework version, etc.)
- [ ] Operating system and version
- [ ] Browser type and version (for JavaScript components)
- [ ] Complete error message or description of unexpected behavior
- [ ] Minimal code sample reproducing the issue
- [ ] Steps to reproduce the problem
- [ ] Expected vs. actual results
Escalation Resources
Cases may be escalated to senior technical staff or development team(s) when:
- Complex technical issues require specialized expertise
- Customer Engagement exhausts all resources in attempting to resolve the issue
- A bug is reported and confirmed by Customer Engagement engineers
- NOTE: Due to the technical nature of escalations, resolution times can fluctuate after a case has been escalated to the development team
Version Support Policy
Current Version Support
- Fully Supported: Current major version and one previous major version
- Limited Support: Two major versions back (security issues and critical bugs only)
- Unsupported: Versions older than two major releases
- NOTE: All reported bugs that have been confirmed will be fixed in subsequent released versions of the product. They will NOT be addressed in the current version.
Modifications to Support Policy
We reserve the right to modify this support policy at any time. Changes will be posted on our website and take effect immediately for new support requests. Existing open cases will continue under the policy in effect when the case was opened.
Additional Resources
Before contacting support, customers are encouraged to utilize the following. All of which are available at https://developer.mescius.com/:
- Product documentation and user guides
- Knowledge base articles and FAQs
- Community forums and developer resources
- Sample code repositories and examples
This policy is effective as of 4.1.2025 and supersedes all previous support policies. For questions about this policy, please contact our support team here.