Per-Issue Support

Platinum, Gold and Silver Support Subscriptions and Annual Maintenance are also available.

Types of Support Incidents:

• Two Business Hour Priority Support Incident. With Two-Hour Priority Support, your Web/email/phone incident is moved ahead of all free support issues. A technical services representative will be in touch with you to open your support incident within two business hours, guaranteed. While a resolution is being researched, you can be assured that your incident maintains its status as a priority incident. If necessary, we will provide an expected date to issue you a patch.
  
  

  Priority Support Incident Two Business Hour Response US $299.00

  
  
• Next Business Day Priority Support Incident. With Next Business Day Priority Support, a technical services representative will be in touch with you to open your support incident within the next business day, guaranteed. While a resolution is being researched, you can be assured that your incident maintains its status as a priority incident.
  
  

  Priority Support Incident One Business Day Response US $99.00

Support Hours are Monday through Friday 9:00 AM to 5:00 PM U.S. Eastern Time (GMT-5 hours). Please have your Order Number available when placing your call or sending your e-mail so we can confirm your purchase. Before purchasing support, please visit our Support Site which answers many of our most common support issues.

"Your support team has been a terrific help. I will recommend your product and services wherever possible." Michael Rom Dimension Data Australia

To contact our Technical Support:

• Online submission form
  
  
• By e-mail:
  • For paid per-issue support, send e-mail to prioritysupport@softartisans.com.

  Every incoming e-mail is assigned a unique tracking number.

• By telephone:
  • In the U.S., call toll-free 1-877-SOFTART (763-8278), and press "2" for technical support.
  • Outside the U.S., call +1-617-607-8800, and press "2" for technical support. We do not accept collect calls.

We are able to solve your problem more rapidly if you submit the following information with your problem report:

1. The name of your product (e.g., SoftArtisans ExcelWriter)
2. The exact version of our DLL (e.g., SAFILEUP.DLL)
3. The exact version of the ASP.DLL
4. The exact version of the operating system and browser on client machine(s).
5. The exact version of the operating system and IIS which are running on the server, including any service packs.
6. The ASP scripts that you are using including both the form and the form processing scripts, if they are in separate files.
7. The exact error message which is received.
8. A description of the exact nature of the problem, including when in the process that the problem occurs.
9. Are you running samples or your own code?
10. Your order number, if you have one.