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 standard working hours are 9:00AM - 5:00PM (GMT).
Please be aware that our local public holidays may differ from yours and we do not guarantee timely support service during that time.
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 package differences, 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.
Here is a complete list of options available for registered users of Premium packages.
- 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.
- 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.
- 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.
Here is a complete list of options available for registered users of Professional packages.
- 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.
- 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.
Here is a complete list of options available for registered users of Standard packages.
- 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.
- 1 year of free minor updates. You get all updates published between major version releases free of charge.
- 50% discount for any package of new major versions. It means that you can get a cross-version and cross-package upgrade at once by upgrading to the next major version and to a higher package of the product at the same time.
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