Add-in Express support service policies

Add-in Express™ Support Service
That's what is more important than anything else

Add-in Express support service policies

Whether you are a registered user or just thinking about purchasing our products, you'll find a full range of available support options on this page.

Our working hours

Our standard working hours are 9:00AM - 5:00PM (GMT).

Our holidays

Please be aware that our local public holidays may differ from yours and we do not guarantee timely support service during that time.

Pre-sale support

Since we have no trial versions of our products, and your desire to get as much information as possible about the product is absolutely natural and vital for taking the right buying decision, you are welcome to use one or all of the below options.

  • E-mail support. We will consult you about prices and available subscriptions, supported IDEs and languages, update policy and upcoming releases.
  • Technical blog. The first place to look for the most recent news and updates.
  • Documentation (online and PDF). Check it out to get a complete overview of the product's features and capabilities.

Premium support

Here is a complete list of options available for the Premium subscription.

  • Premium e-mail and forum support for 1 year. We'll provide help for questions regarding the functionality of our products, programming issues, explanations of error messages, deployment, debugging and questions related to host application objects models. Your support requests take priority on our forums or in e-mail. Guaranteed response time is the same business day (during standard working hours), next business day if past 2PM GMT.
  • Source code. The source code of our product is delivered, which means that you can rebuild our run-time assemblies, utilities and design-time tools. However, please be aware that we do not provide technical support for modified source code.
  • Escalation of your issues to core developers. After you send an escalation request, our developers start looking into your issue as soon as possible. Guaranteed response time is the same business day (during standard working hours), next business day if past 2PM GMT. 1 escalation per month is allowed. Though, we reserve the right to disregard this limitation for your most urgent and critical issues :)
  • Solution research service. This service includes research on the possibility and ways of realization of the required functionality, creating small sample projects that illustrate the key points of the solution: UI, use of events, properties and methods of the object model; interaction of several extensions in one project, etc. You can request this service once a month. However, we may ignore the one-time-per-month limitation for your most important and crucial issues :)
  • Features or bug-fixes at your request. You may request a feature or a big-fix out-of-turn. However, we reserve the right not to include the requested feature or big-fix in the next build or release if its implementation is exceedingly time or labor consuming. Please be aware that we do not guarantee the implementation of all requested features and fixing all bugs.
  • Code review. 2-3 times a year you can request a code review to check your code for correct usage of object models. You are free to send us your code with business logics removed. The result of code review is our comments pointing to problem and suggesting solutions. Please note that we do not give any warranty that our suggested solutions will fit your particular purpose. Guaranteed response time is 5 business days.
  • 1 year of participation in beta programs. You can request a beta of the next major version, if such beta is published on our web-site.
  • 1 year of free minor updates. You get all updates published between major version releases free of charge.
  • 1 year of free new major releases. You get new major versions released within 1 year since the date of purchase free of charge.

Professional support

Here is a complete list of options available for the Professional subscription.

  • Standard e-mail and forum support for 1 year. We'll provide help for questions regarding the functionality of our products, programming issues, explanations of error messages, deployment, debugging and questions related to host application objects models. Guaranteed response time is 5 business days. Please note that we do not provide support for issues and questions related to the Office object model for the Add-in Express Regions for Microsoft Outlook and VSTO and Security Manager for Outlook products.
  • 1 year of participation in beta programs. You can request a beta of the next major version, if such beta is published on our web-site.
  • 1 year of free minor updates. You get all updates published between major version releases free of charge.
  • 1 year of free new major releases. You get new major versions released within 1 year since the date of purchase free of charge.

Standard support

Here is a complete list of options available for the Standard subscription.

  • Standard e-mail and forum support for 60 days. We'll provide help for questions regarding the functionality of our products, programming issues, explanations of error messages, deployment, debugging and questions related to host application objects models. Guaranteed response time is 5 business days. Please note that we do not provide support for issues and questions related to the Office object model for the Add-in Express Regions for Microsoft Outlook and VSTO and Security Manager for Outlook products.
  • 1 year of free minor updates. You get all updates published between major version releases free of charge.
  • 50% discount for new major versions. As our registered customer you can upgrade to the latest version of the product for half of the full price.