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Support Policies

Whether you’re using our products as a free trial, or are a current subscriber of a Derivicom product, our Support Team stands behind you. We offer a full spectrum of support options relevant to your needs, so that you are sure to succeed.

Derivicom Support Benefits

Support Service Level

 

Priority

 

Standard

 
Online Support Check mark  Check mark 
E-mail Support Check mark  Check mark 
Spreadsheet/C# Source Code updates Check mark   
Major upgrades during maintenance period Check mark   
Phone Support (Monday - Friday, 8am to 6pm CST) Check mark   
E-mail Response Time 1 Business Day
Guaranteed
Within 3 Business Days
 (may vary w/ current volume)

Note: All customers who have purchased a current license receive all minor upgrades and service releases for the term of their annual subscription, our free online and community forums support, plus the assurance that our dedicated support engineers are standing by.

Additional Online Resources

Online Documentation
Have a question about a product, or need additional information on a specific control or feature? Our Online Documentation is a great place to find answers.

Frequently Asked Questions
Our technical experts have assembled a list of answers to the most common questions asked about our products.

Recover a Lost Serial Number
Lost or misplaced serial numbers can be sent to you using the email address that you registered with us.

Contact Us
Whether you have a question, problem, or suggestion, a Derivicom Technical Support representative are standing by, waiting to hear from you.

 

What is Support, and What is Consulting?

Our Developer Support team is motivated to help you succeed, and we really want to help you. We’ll provide help for questions regarding installation problems, product functionality, programming issues, product usage issues, and will explain any Derivicom-related error messages you receive. We have access to the developers who have written the code, and will work with you to figure out what the issue is, and deliver a solution.

At the same time, cases involving design or planning for your application’s deployment, software development, code review, custom samples, implementation planning, and user experience and visual design are exactly what our Consulting Services Team can help you with. The Consulting Services Team can also offer support for Derivicom source code such as explaining the purpose of any source code, and troubleshooting or debugging modified versions of our source code. If you need such custom-tailored extended services, please check out how our Consulting Services Team can help you.

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