Light Illusion is serious about customer support needs, and strives to provide an unmatched level of assistance.
All customers, be they profession users with in Film, Post-Production, or Broadcast industries, or from the Medical arena, or Home Cinema users, will always receive the best possible support.
Customer Support is separate from Software Support, as all Light Illusion software licenses are valid for the life of the product (except for Rental licenses), with no expiry, no annual maintenance fee, and include free Software Updates for the purchased license options for the life of the product.
All Light Illusion products and services purchased directly through Light Illusion come with an inclusive one year multi-level support contract, including remote training, dedicated discussion forums, direct e-mail and phone communication.
For products purchased via any Light Illusion partner or reseller the first line of support is always with the partner/reseller.
Should the partner/reseller be unable to resolve any given issue, Light Illusion will then step-in to provide direct support.
Support beyond one year requires the purchase of an additional year's support contract at a cost of 10% of the original product purchase price.
Additional support need only be purchased when needed, with no need to be on a continuous support contract at all.
The purchase of Additional support is not required for software product updates, as they are free for the life of the product.
All Light Illusion software products include free revision updates for all options purchased, for the life of the specific software product.
New software modules and alternative product options are separately chargeable, as are new software releases.
If the PC used to run Light Illusion software has any major hardware changes, has a major OS upgrade or OS reinstallation, or a specific Light Illusion software update requires a license reset, you will see a Protection Error warning when starting the new Light Illusion software version.
When this is seen, the license will need to have its hardware registration re-set.