We care about the quality of our products and your satisfaction. We provide fast, high-quality support (assistance) to enable you to use our products in the best possible conditions.
We’ll be happy to help you install and operate our products. If you find any faults or experience any problems, please let us know.
Who can benefit from our support?
All visitors to our site (registered or not) can submit their questions and remarks via the contact form.
Registered users can submit their questions and remarks via the ticket system. We recommend the use of tickets rather than emails for better processing and follow-up of requests.
What is the scope of support?
For visitors, our assistance is limited to the use of the site (consultation, connection…).
For registered users who have downloaded a product, our assistance also covers installation and use of the products we publish.
How much does assistance cost?
Access to the standard support service is free for:
- Questions concerning access and use of the site, whether you are a visitor or a registered user.
- Questions concerning the products we distribute prior to purchase or download.
- Questions concerning the products we distribute after their purchase or download, within the following limits: assistance may be limited in time (x days after purchase of the product) or be subject to an additional service (indicated at the time of purchase).
Specific services are available for a fee. Please contact our support team.
How can I benefit from assistance?
We encourage you to consult the documentation before submitting any support request.
Standard support is provided through our support tickets and emails. It does not include support by telephone, live chat or social media.
Support hours
Our standard support hours are as follows:
| Monday - Friday | 9:00 — 18:00 |
| Saturday | 9:00 — 12:00 |
| Sunday | Closed |
| 1 Jan, 25 Dec | Closed |
Support is limited on weekends and public holidays.
Our time zone (Central Europe or HNEC) in relation to Coordinated Universal Time (UTC) is +02:00 hours.
Means commitments
We undertake to deal with your requests and reports of faults as quickly as possible, and if possible within 24 hours. If you use the ticket system, your request will be confirmed by email.
We do our best to answer all your questions within one working day. The progress of processing is also communicated by e-mail and can be consulted on the site for tickets.
Once the anomaly has been analyzed, we undertake to provide you with a solution as soon as possible or – if no solution is available – to propose a temporary workaround.
In general, we will correct bugs in our development plan and include them in the next update. In blocking cases, we take action on the problem as quickly as possible and publish a patch as soon as it becomes available.
What our support doesn’t cover
We do not provide support for products downloaded or acquired from other publishers. We recommend that you contact the latter.
If your problem is not directly related to our products, we will do our best to point you in the right direction. The information we provide in such cases should not be regarded as expert advice, and does not bind us under our duty to advise.
Standard support does not cover custom development or personalization of our products.
Our assistance does not cover any costs incurred directly or indirectly, in particular any prejudice that may result from assistance actions.
We cannot guarantee that we will provide a solution to all requests or anomalies, or that we will be able to resolve reported anomalies within a specific timeframe.
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We may change our help and assistance policy from time to time. Please ensure that you are aware of any changes.