Support – getting help when you need it
We pride ourselves on providing accurate and responsive technical support, and our efforts have been rewarded by the overwhelmingly positive feedback and high satisfaction we receive from customers each year.
If you do have an issue, there are lots of options available to help resolve it rapidly. Follow our suggested tips for solving technical issues and explore the support resources available for your installed product below.
All our commercial products include 12 months of technical support that can be optionally renewed, providing access to our service desk for resolving technical issues.
Tips for solving technical issues
Telephone and remote desktop support
Telephone and remote desktop support are not included in our support agreements, though support engineers may, at their own discretion, agree to these methods of communication.
Why? Many years of experience have proven that solving technical issues is best achieved by providing support engineers with a clear, written description of the problem, together with log files and screen shots. Almost invariably, this is sufficient for a resolution, and, since all communications are recorded, it enables different support staff to cooperate on issues. Telephone conversations are rarely helpful, and are only used as a last resort.
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