Support for WoodWing U.S. customers is handled by the WoodWing USA support team. The options below are available.

• Email: support at(@) woodwing.com
• Phone: 313-962-0542
• Online Support Form

Maintenance Contract Summary

Basic Maintenance Contract

• Rapid releases of all covered Adobe products (purchased from WoodWing) are included.
• Patch releases of all covered WoodWing products are included.
• Minor functional releases of all covered WoodWing products are not included.
• Major functional releases of all covered WoodWing products are not included.
• WoodWing USA 8-to-8 Technical Support is included.
• WoodWing USA 24/7 Direct Line Support is not included.

Standard Maintenance Contract

• Rapid releases of all covered Adobe products (purchased from WoodWing) are included.
• Patch releases of all covered WoodWing products are included.
• Minor functional releases of all covered WoodWing products are included.
• Major functional releases of all covered WoodWing products are included.
• WoodWing 8-to-8 Technical Support is included.
• WoodWing USA 24/7 Direct Line Support is not included.

Premium Maintenance Contract

• Rapid releases of all covered Adobe products (purchased from WoodWing) are included.
• Patch releases of all covered WoodWing products are included.
• Minor functional releases of all covered WoodWing products are included.
• Major functional releases of all covered WoodWing products are included.
• WoodWing 8-to-8 Technical Support is included.
• WoodWing USA 24/7 Direct Line Support is included.

Definitions & Costs

Adobe Rapid Release

The Adobe Rapid Release program gives customers access to patch fixes to Adobe’s InCopy and InDesign products that are available prior to regular updates provided to all Adobe customers through its standard software update mechanism.

Patch Release

WoodWing patch releases are represented by a change to the number that follows the second dot (X.Y.Z). These easily-applied updates contain minor fixes that involve little or no risk to system functionality, and do not involve upgrades to server components such as PHP, web server and database server software.

Minor Functional Release

WoodWing minor functional releases are represented by a change to the number that follows the first dot (X.Y.Z). These releases usually involve changes in document formats and database schema, and may require upgrades to server components such as PHP, web server and database server software. These releases always remain compatible with the major release versions of Adobe InCopy and InDesign.

Major Functional Release

WoodWing major functional releases are represented by a change to the number before the first dot (X.Y.Z). These releases add support for the new major release versions of Adobe InCopy and InDesign, and typically add support for architectural changes, database version changes, and new features.

8-to-8 Technical Support

WoodWing support is on the job from 8 a.m. to 8 p.m. Eastern Time Monday through Friday, providing coverage that spans the regular business hours of four major time zones. The WoodWing USA support team can be reached by phone (313-962-0542 x122) or e-mail (support at(@) woodwing.com). All support tickets are tracked in a central database system.

24/7 Direct Line Support

Customers with 24/7 Direct Line Support receive access to WoodWing USA’s emergency support phone number. This enables customers to contact a WoodWing support representative directly in the case of an emergency issue at any time of the day or night. This line is reserved for publishing emergencies.

Support Costs

WoodWing customers with no maintenance contract must pay per support issue. WoodWing bills clients a minimum of $187.50 for each support ticket opened. This covers the first hour. Support provided after the first hour will be billed at a rate of $93.75 per half hour. Time will be rounded up to the next half-hour when calculating the cost.