Support Policy

Product support from is available for our product users. Basic priority is on a first-come, first-serve basis.

Users with a commercial Support Agreement always receive the highest priority. For more information on purchasing a support agreement, please send email to our Customer Care.

Support requests received from customers that have current annual subscriptions receive priority over those that do not. Telephone support is available for Support Agreement customers only.

If a support representative is not available to take your call, our support receptionist will enter your information and assign you a ticket.

You can reach our support services by email, or you can visit our Customer Care Center.

What We Will Help You With?
Installation of Products

Provided you are using one of our digitally signed installers, the operating system and service pack are listed as supported and the installation defaults are selected, our technical support staff will assist you in getting products up and running.

If it is determined that one of the above conditions is not met, an alternative will be suggested and the ticket closed.

Security Settings

We will assist you with NTFS and registry permission settings, provided you are logged in as the local administrator for the machine.

Algorithmic Recommendations

Using Products to Develop a Solution

Our team of experts can provide you with the best ways to get the job done. We will provide you with "how to" functionality that explains the best way to use products.

Explanation of Product Properties and Methods

Unclear about how a particular property or method is used? Our technical support representatives can further explain how all of our products properties and methods work.

Order of Precedence Issues

When Using Products Your particular situation may be unclear as to when you call certain methods or set certain properties with products. Just ask our Technical Support personnel if you are on the right path and if not, we will help you get there.

Pseudo-code Examples

Assist With Developing a Solution

Since products can be used in literally dozens of environments, we utilize pseudo-code when explaining the operation of our products. We may not speak your exact language, but our Technical Support team can point you in the right direction with easy to understand examples.

Bug Determination

Not every software product is perfect and sometimes bugs do crop up. We at take defect reports seriously and report them up the pipeline to development as soon as they are reproduced in-house. If the culprit is determined to be a defect, you will be told which service pack or hot fix it will be corrected in, and if you are a Technical Support Agreement customer, you will get an incident credited back to you.

Troubleshooting Your Program's Interaction With Products

Provided the issue can be traced to using a product and any other pertinent guidelines have been followed, our Technical Support team can review your code in helping you resolve your problem.

Enhancement Logging

We at are committed to providing the highest quality products on the market and take all enhancement requests seriously. You will be notified which service pack, hot fix or new version the enhancement will be made available in.

What We Will Not Do?
Look at issues if you have not yet downloaded the product

Convert software between two different languages

Assist you in setting up your operating system (outside of product configuration issues)

Write your software for you

You should contact our Sales Department in order to request software engineering services.

If you have any questions relating to our Support Policy, please do not hesitate to contact us at

Related Information

Please take a look at our other published policies relating to Quality, Antipiracy, Environment, Trademarks and Privacy.