Support Policy

We care hugely that our customers get maximum value from our tools, which are complex software applications.

General Approach

Our general approach is to provide product User Guides and FAQs and to build a forum = self help community. Like-minded, knowledgeable, participating and helpful customers who help others let us focus on:

1. keeping prices down - this benefits all customers who purchase and use our tools.
2. fixing bugs - we know of these through bug submissions.
3. improving our tools - new features and capabilities etc. benefit everyone.
4. developing new tools - continuous innovation is the only way forward.

If our community can help you with your queries, then everyone benefits.

Policy

1. We don't commit to provide direct support - meaning phone, email or post.
   • BUT, if you are completely stuck and do send us a support related email, we will try to respond if it is not something dealt with in the relevant FAQ, docs or forum, but we would still prefer that you use the forum so that others can benefit from any questions and answers. There are many very helpful people in our forum.
2. We are active in our forum and we regularly maintain our FAQs and user documentation - see our help page for links.
3. If you have found a bug, then please do send us details of that via our feedback form.
4. We also provide fully working versions of all our software variants on a 30 day trial basis. This is so you can try out our software and make sure the version you are interested in works for you (and that you like it!) before you buy it. If you have any problems, then please refer to the alternatives set out in our help page.