If the software on the server is the latest version and unmodified code, general software support will always available. If the software is an outdated version, tech support will most likely ask that you upgrade your system to the latest version. The upgrade most likely will correct or improve the situation and if not, a tech will be able to quickly and efficiently provide assistance, working with the latest version.
If your system has been modified, before a tech can continue further with assistance, the tech will most likely ask that you install a fresh copy of the latest version at another location and see if the reported situation can be duplicated on the latest unmodified version.
As mentioned above, general tech support will always be available free of charge. However, some incidents that require extensive troubleshooting will require a purchase of Escalated Tech Support Service. Escalated Tech Support are situations that require FTP or SSH access to your server for in dept information gathering, possible server configuration situation and other issues that could not be fixed with common methods. Escalated Tech Support Service is $150 (up to 3 hours) for most situations, per incident. Before any type of troubleshooting begins, your PHP Live! system must be the latest version. Upgrading your PHP Live! system is the first step in the troubleshooting process. Please reference the Knowledge Base for most common solutions.
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