(E)JES Support Portal

Our Support Policy

• Support is available via:
  • 24/7/365 telephone support: +1 (310) 338‑1011. Note: Phoenix maintains 24/7/365 telephone support in case of emergency (i.e., a business-critical system is non-operational). Read details about obtaining emergency support here.
  • Web support: phoenixsoftware.com/support.htm (Answered during normal business hours: 0700 – 1800 Pacific Time.)
  • Website and Support Portal Maintenance is performed most Sundays between the hours of 9 a.m. and 12 p.m. Pacific Time. During this period some services may be unavailable for brief periods of time.
• License keys are issued annually and are required to enable Phoenix Software products to run in the customer’s licensed environment. Each year, customers in good standing will be issued a new key, which they can retrieve from the secure Phoenix Software portal.
• Active customers should follow the procedures outlined in Software Support Policies and Procedures to obtain technical support via the Phoenix Software portal.
• Products are compiled on an annual basis and made available to licensed customers. Each annual product release:
  • Incorporates all corrective service delivered prior to the release date.
  • Is certified to run under supported operating systems for which it is intended.
  • Updates the service period based on the general availability date.
  • Updates product and documentation copyrights to the current year.
  • Includes product enhancement as applicable.
• All documentation is updated annually and provided via electronic download at no charge to the customer.
• Active customers qualify to receive via electronic download any corrective service of their licensed products made generally available during the period of service.
• Other support policies vary by product. Please see below for more information.
• Product releases follow the Software Support Lifecycle Policy.