30 days free e-mail support is included. Free support is limited to issues directly related to our software. Explicitly excluded are issues related to the general operation of the computer installation, the hardware, the network, the printer(s) and third party firmware plug-ins and/or components. Before submitting a support request, we kindly suggest to consult the Tutorial with Quicktime movies and/or our Frequently asked questions board on this web site. All support requests should always be introduced by e-mail. This allows us to simulate the problem thoroughly before responding. If requested or required, we will take up contact by phone after we studied the report. Average turnaround time with first analysis is 24 hours. Maximum 48 hours. Average repair delay depends on the problem.

Payable support

E-mail support beyond 30 days and support not directly related to our software is payable at the rate of $ 45/response. Again, before submitting a support request, we kindly suggest to consult the Tutorial with Quicktime movies and/or our Frequently asked questions board on this web site. If an issue is raised that is reproduceable and turns out to be a bug in the current release of the software, charges are waived. Average response time is 24 hours. Make sure you provide all information in your report. Describe the issue in a precise and accurate way. Eventually illustrate it with screen captures that you attach to your E-mail report. If you do screen captures you should set your monitor on 256 colors and 640x480 or 800x600 resolution, to avoid unnecessary large documents that may not even be accepted by some mail servers.

Remote log in support is available for the low low rate of $ 2.20 per minute. We use Timbuktu Pro to take control of your computer to show you in the comfort of your own office how to best use our outstanding software products and/or how to resolve some of your particular requirements. Remote log in sessions need to be scheduled in advance.

Hourly rates

In all other cases, including instances of problems related to the computers, the operating system, the network and/or the 4D run time environment etc., the requester will be billed on a $ 110 per hour basis plus 35 dollars for administration and transmission costs.

On site installation, training & support

On site installation/intervention, training and support is available for the daily rate of $ 910. Minimum three days. Timely booking is required. Costs such as transportation and accommodation are extra.