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What types of support plans does Elementrix offer?
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We offer two main support tiers: Basic Support — Business hours availability with a 24-hour response time. Production Support — 24/7 coverage with a 4-hour SLA for urgent issues.
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What services are covered under Elementrix Support?
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Our support team assists with: Installation and environment troubleshooting API behavior, authentication, and access issues Data model validation and schema guidance Performance analysis and error trace reviews
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Who provides the support — Elementrix or partners?
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Support is delivered either by the Elementrix team or through our certified partner network, depending on your service level.
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What are the benefits of having an active support contract?
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An active support contract gives you access to all technical assistance services and guarantees eligibility for future Elementrix product version upgrades at no additional license cost. This is especially critical for customers with perpetual licenses. (Note: Subscription plans already include these benefits.)
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Can I renew support separately from my license?
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Yes. Customers with perpetual licenses must renew their support plans annually. Subscription plans include support by default.
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What happens if my support plan expires?
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If support lapses, you may request reinstatement (subject to review). However, access to technical services and new versions will be temporarily suspended.
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What is the difference between a subscription and a perpetual license?
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A subscription license includes support and upgrades for the duration of the term. A perpetual license is a one-time purchase that requires separate renewal of support services to access updates and technical help.
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How are Elementrix licenses priced?
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Pricing depends on the edition (Entry, Advanced, Ultimate), API usage, deployment scale, and support level. All licenses are sold via our certified partner network.
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What’s included in each Elementrix edition?
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- Entry: Core features for limited use cases (up to 1M API calls/month) - Advanced: Adds transformation, metadata injection, and scalability - Ultimate: Full feature set with unlimited usage and performance tools
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Can I upgrade from Entry or Advanced to Ultimate later?
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Yes. You can upgrade anytime by contacting your Elementrix partner. Pro-rated pricing may apply.
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Where can I access Elementrix training?
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Training is available through our Education Services — we offer Admin and Developer tracks with instructor-led or self-paced formats.
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What kind of custom implementation help is available?
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Our Professional Services team — or a certified local partner — can install, configure, and customize Elementrix to your business needs.
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Is Elementrix suitable for government or regulated environments?
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Yes. It’s designed for deployment in on-prem, hybrid, and air-gapped government-grade infrastructures, with strong RBAC and audit features.