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What is Technical Support
Technical support is a type of assistance that we provide to registered users, which is beyond the free assistance that users get when they cannot install the software or get it to work. If you have a problem with installing the software or getting it to function properly, we will provide free assistance for up to one month after purchase. For all other enquiries, such as product interoperability, technical support is available.
Thus, the benefits of technical support are:
- Get things done the right way from the start
- Find solutions to the problems you may have
- Don't wonder or guess, - ask the experienced team when you need help
- Receive in-depth information about how to use the product
- Get advice from professional team of support specialists
- Take advantage of customized solutions, developed specifically for your case
- Discover new ways you can use the product
- Much more...
Requesting and Providing Technical Support
To request technical support, all you have to do is just fill out and submit an online form. You will need to know either your order number, or serial number of the product that you received. Technical support representative will then contact you shortly (the time depends on the type of technical support you are entitled to).
The support itself will be provided by e-mail, so a working e-mail address, that can accept attachments is a must. In some situations, instant messaging, and phone may also be used.
Who Qualifies for Technical Support
Technical support is available to registered users only (users who purchased software) and is limited to the product which has been purchased. Users who did not purchase software from us can still find some support information in the Knowledge Base or in the product's how-to pages, as well as in their product's help system and/or manual.
If you have purchased a product before February 14, 2007, then you qualify for 1 year of either Standard or Priority support, depending on the license and quantity that you purchased.
Since February 14th 2007, we have introduced service plans in an effort to improve service and customer satisfaction. Thus, if you purchased software from us after this date, you qualify for Standard Support if you selected Basic Service Plan, and Priority Support if you selected Complete Service Plan. The duration of the availability of technical support in this case depends on the duration of your Service Plan. Here you can learn more about service plans.
You may also qualify for technical support if it was part of some special offer.
Types of Technical Support
There are two types of technical support: Standard Support and Priority Support.
Standard Support
- Benefits: We will reply within 2 business days to standard support request.
- Who Qualifies: Standard Support is available to users who purchased the product under "Personal" or "Single User" License, and ordered only one copy of the product before February 14, 2007; and to users who selected Basic Service Plan.
Priority Support
- Benefits: We will reply within 24 hours to priority support request.
- Who Qualifies: Priority Support is available to users who purchased the product under "Business", "Special", "Unlimited", or "Corporate" License, or who ordered more than one copy at a time before February 14, 2007; and to users who selected Complete Service Plan.
Request Technical Support
If there is a problem with the product you purchased from us, use the Contact Us form to send us a support request. As per our Money-Back Guarantee terms, if we cannot fix the problem you are having within 2 weeks since you contacted us, we will refund your order, provided, no more than 30 days have passed since you contacted us.
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