Lifecycle Policy
The Right PDF Support Lifecycle Policy applies to most products currently available through Right PDF website, retail purchase or volume licensing. ZEON is committed to providing necessary support and guidance to customers for a great software experience.
Major and Minor Version Number
ZEON’s definition of 'upgrade' means a rise in the major version number, e.g. v6.5 to v7.0, whereas 'update' means a rise in the minor version number, e.g. v7.1 to v7.5. In normal circumstances, a upgrade denotes considerable improvements in UI, performance, and functionality, whereas the purpose of a update is to provide bug fixes.
Lifecycle Support Phases
- General Support Phase
The General Support phase starts on the date you purchase the product and lasts for 30 days. During this fixed duration, you are eligible to:
- One-time free installation or activation help
- Unlimited e-mail support.
- Free version upgrade (if applicable)
Please also remember to provide your order ID, serial number or proof of purchase to our support team at the time of submitting a request.
- Extended Support Phase
Extended Support phase becomes effective from the end of the General Support phase and lasts for one year. Extended Support is available primarily through the support website and provides two additional support cases related to:
- Product download, installation and activation
- Product registration
- License code issues
Customers can also submit a support ticket online to receive help and workaround for critical issues encountered.
- End of Support Phase
Products supported are limited to the current and previous major version only. The newest version is available on the Right PDF website. For instance, if the latest version is 6.0, major version number 4 and below are not supported.
Outside the General Support Phase without SMS Subscription
In addition to online help documentation, ZEON also provides access to 24/7 free online help through the following self-service options:
- FAQ
- Community
- Activation/deactivation guide
- Enterprise deployment guide
Lifecycle Support Summary
| General Support Phase | Extended Support Phase | End of Support Phase | SMS Subscription |
| Maintenance Upgrades | ˅ | | | ˅ |
| Maintenance Updates | ˅ | | | ˅ |
| Support Priority | ˅ | | | ˅ |
| Submit a Support Request | Phone and web | Web only | | Phone and web |
| Access to Knowledge Base | ˅ | ˅ | ˅ | ˅ |
| Community Support | ˅ | ˅ | ˅ | ˅ |
DocuCom Support
ZEON discontinued DocuCom PDF products in 2009 and they are known to have compatibility issues with Windows OS versions released later on, including Windows 7, Windows 8 and so forth. DocuCom PDF is already in the End of Support Phase, and buying a new Right PDF license is advised.
Disclaimer
- ZEON provides support services for licensed software, limited to documented features and supported system environments, unless otherwise specified. Supported system environments will be the system requirements as detailed for each product. If the problem cannot be replicated in a supported system environment, ZEON is not under obligation to attempt to resolve the problem.
- Right PDF Support cannot guarantee resolution for every issue, but the agent will make every reasonable effort to do so.
ZEON reserves the right to change the terms and conditions of its support offering any time, from time to time and without notice.
Last updated: 15 Feb 2022
