SupportWizard Pricing
There are four ways to implement SupportWizard:
- Purchase a perpetual license and install it on your web server.
- Lease SupportWizard for 6 month intervals and install it on your web server.
- Let us host SupportWizard for you on our webservers and pay on a monthly, quarterly, or annual basis.
- Use the free 3 user license on your own web server.
We offer substantial discounts to
colleges, universities, libraries, other accredited educational institutions, open source organizations, and certain kinds of non-profits. Please call 650-363-8270 x 1 for details.
Turnkey Solution
Annual Standard Support Contracts
Premium Support Contracts
Satisfaction Guarantee
Pricing Notes
SupportWizard’s pricing is based on the number of concurrent users (i.e., the number of people actually logged onto the knowledgebase). You may have any number of registered users, each with their own unique name, contact information, custom fields etc. In most situations, concurrent license fees will be substantially less than the cost of per seat licensing, as a staff or customer base of thousands may require only a 10 user license, depending on volume.
SupportWizard comes with a dynamic FAQ interface that allows an unlimited number of users to login under a group login and search, view, and print out tickets in your knowledgebase that you have published as answers to frequenly asked questions. Providing high quality and timely answers to FAQs is the best way to reduce your support costs, since it helps your end users find answers to their questions without having to interact with your support staff.
The FAQ functionality is included for free with all purchases of SupportWizard. Users who go to the FAQ interface using the FAQ autologin hyperlink, from which they can search, view, and print your published FAQs, do not count as licensed users. Both customers and staff members use a license as soon as they login under an individual login (to submit tickets, track tickets they have submitted, work on tickets, etc.).
Prices are per SupportWizard knowledgebase. A knowledgebase has its own set of users, fields, look and feel customizations, workflows, and data. Typically a single knowledgebase may be used to support multiple company products, or to manage both internal development issues (bugs, enhancement requests, etc.) and external customer support. For more detailed consideration of whether you need one knowledgebase or more, give us a call at 650-363-8270.
Purchasing SupportWizard 
We accept payment by check, wire transfer and credit card.
Pricing is on a per concurrent user basis and varies with the platform. Platforms supported include Linux, Windows NT, 2003, 2000 and XP, Solaris, and FreeBSD.
Number of Concurrent Users
| Linux or
FreeBSD
| Windows
or Solaris |
| Per Concurrent User* |
$800** | $1,000** |
|
*There is a minimum purchase of 3 users, and you cannot purchase support without purchasing the minimum license.
**Substantial volume discounts apply. For a price quote, contact our sales department at 650-363-8270 ext. 1, fill out an online quote request (using SupportWizard), or send e-mail to sales@supportwizard.com.
A licensed copy of MySQL is included in the SupportWizard price. SupportWizard may also be used with your own licensed copy of MS SQL 2000, at no additional cost. There is an additional charge for use of SupportWizard with your own licensed Oracle database.
Duration of License: The SupportWizard licenses described above are perpetual (i.e., permanent) licenses. That means you can use the software forever without paying another cent. All program upgrades are free for the first 30 days. The annual standard support/upgrade contract may be purchased to continue to receive all upgrades for free.
Leasing SupportWizard
We also offer SupportWizard under two leasing models - you can lease SupportWizard and install it at your own site, or select our ASP hosted service, in which we host the software on our server.
Leases are available in 6 month packages and may be automatically renewed. All leases include our standard support and upgrade contract. Lease prices are shown below. The 12 month and 18 month leases include a 5% and 10% discount respectively, from the monthly price.
SupportWizard Lease Prices for Linux
Number of Concurrent Users
| 6 Month Lease | 12 Month Lease | 18 Month Lease |
| Up to 10 concurrent users ($450/month) |
$2,700 | $5,130 | $7,290 |
| Up to 15 concurrent users ($625/month) |
$3,750 | $7,125 | $10,125 |
| Up to 20 concurrent users ($775/month) |
$4,650 | $8,835 | $12,555 |
| Up to 25 concurrent users ($925/month) |
$5,550 | $10,545 | $14,985 |
| Up to 30 concurrent users ($1050/month) |
$6,300 | $11,970 | $17,010 |
| Up to 40 concurrent users ($1,250/month) |
$7,500 | $14,250 | $20,250 |
| Unlimited concurrent users (Please Call) |
Please Call | Please Call | Please Call |
|
SupportWizard Lease Prices for Windows NT, Windows 2000, or Solaris
Number of Concurrent Users
| 6 Month Lease | 12 Month Lease | 18 Month Lease |
| Up to 10 concurrent users ($550/month) |
$3,300 | $6,270 | $8,910 |
| Up to 15 concurrent users ($725/month) |
$4,350 | $8,265 | $11,745 |
| Up to 20 concurrent users ($875/month) |
$5,250 | $9,975 | $14,175 |
| Up to 25 concurrent users ($1,025/month) |
$6,150 | $11,685 | $16,605 |
| Up to 30 concurrent users ($1,150/month) |
$6,900 | $13,110 | $18,630 |
| Up to 40 concurrent users ($1,350/month) |
$8,100 | $15,390 | $21,870 |
| Unlimited concurrent users (Please Call) |
Please Call | Please Call | Please Call |
|
Using the Free Version
You can use the fully functional SupportWizard with the built-in 3 free user license by downloading and installing the latest release.
The free version includes unlimited access to the FAQ interface and no time or object limitations.
You cannot purchase support for the free version. To receive support, you must purchase a minimum license.
Need a Linux machine? Check out our Turnkey
Solution.
Standard Support Contract
A one year support and upgrade contract is available for 20% of the
purchase price, if bought within the first 90 days of the purchase. Contracts may be renewed annually for 20% of the then current purchase price, and may be pre-purchased for up to two years to lock in the current price.
Included are the following benefits:
-
All upgrades and enhancements of the product during the contract period
-
24 hour / 7 day Web-based customer support, including downloads of patches and upgrades
-
Telephone support Monday-Friday, 9-5.30pm PST except holidays
The support contract is intended to cover real support issues and does not include extensive customization advice and consulting services. Our knowledgebase of FAQs makes detailed customization advice freely available. If you need specific advice about implementation, our professional services staff can help with both the design of your business processes and their implementation in SupportWizard.
For those with limited time who need to go live quickly with a highly customized and optimum implementation, we highly recommend our QuickStart 2 or 3 day implementation packages.
Premium Support Contract
24 hour, 7 day per week, 365 day per year telephone and login support
is available at the rate of $200 per hour in one hour increments
outside of normal business hours, with a minimum prepaid purchase of
25 incidents per year. This charge is in addition to the standard
support contract that covers all calls within normal business hours.
Satisfaction Guarantee
If for any reason you are not entirely satisfied with the SupportWizard software, you can return it within 30 days for a full refund.
All purchases include a fully licensed MySQL database and 30 days of free support and upgrades.
Check out our hosting page for information on how to let us host SupportWizard for you.
For more details on pricing, visit our Pricing FAQ or Contact Sales.
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