Ongoing Technical Support
We believe that technical support is an integral part of a software purchase. This covers:
- Software installation issues
- Questions regarding use of the software
- File conversion issues
- Other matters related to use and functioning of our software
For file conversion issues, it's best to email us the problem document (or a similar document demonstrating the problem) with a brief description of the issue. We'll investigate and get back to you promptly, usually within a few hours.
There is no charge for technical support if you stay current with upgrades (see below). Even if you do not stay current, technical support is free for at least one year beyond the date of your last purchase or upgrade.
Our software may be upgraded in response to several situations, such as:
- Release of new word processor versions
- User feedback
- Addition of new features to our software
Minor revision level upgrades (e.g., from revision 1.1 to 1.2) are free. You may install the upgrade at any time by downloading it from our web site. The software key you obtained when you purchased the software also works with minor revision level upgrades.
A major revision level upgrade (e.g., from 1.x to 2.0) requires a new key. If the new revision is released within 30 days of your purchase of an earlier version, the entire price paid for the earlier version (up to the cost of the new version) is credited towards purchase of the new version. In other words, you may obtain the new release for the price differential, and if there is no price increase the new release is free. Beyond 30 days, the new release involves an upgrade charge, which is typically a third of the new-user price. You are not required to upgrade, and may continue using the older version if you wish. Thus, you may skip upgrades without incurring any cost penalty if and when you eventually upgrade.