The Meadows Product Support Plan (PSP) is included with all Meadows software products that have been purchased under our maintenance licensing. This includes all versions of Meadows DesignMerge software for Adobe InDesign Creative Cloud. Some older versions of Meadows software, as well as some OEM or private-branded versions of Meadows software, may provide access to the same PSP services under a separate support plan. The PSP provides for unlimited technical support, and free software upgrades, to registered users of all Meadows software products, subject to the conditions outlined below.
Meadows customers are entitled to receive technical support via our online Support Ticket site. All customers must start by creating a technical support ticket that describes the particular support issue or question. Technical support staff are available to review support tickets and respond to issues between the hours of 8:30am and 4:30pm, Central Time. Technical support tickets will be processed in the order in which they are received. If a support ticket is submitted during normal support hours, customers can expect a response usually within one hour, and very often much sooner. During peak demand for technical support services, or for support tickets submitted outside of the standard support hours, customers can expect to receive a response by the end of the next business day.
For active Meadows PSP customers, an online and searchable Knowledge Base is also made available 24/7 through our online support site. The Knowledge Base is a categorized collection of answers and step-by-step instructions to frequently encountered issues that have been previously addressed by our support staff. The Knowledge Base serves as an excellent source for resolving technical support questions quickly.
PSP subscribers will be notified via e-mail when product updates are available and will be given online access to these updates for immediate download.
All software products licensed under the Meadows maintenance program automatically qualify for PSP support services, provided that the software license is up to date and active. Support is extended only to the most currently released (or pre-released) version of the Meadows product, and one version prior.
The term of the plan is typically for one year. Maintenance customers automatically renew their PSP privileges when they renew their licensed software.