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SoftArtisans Support Services

SoftArtisans offers a number of different levels of support, so that you can choose the services that best meet your needs.

Before submitting a support incident, please check our knowledge base which answers many of our most common support issues.

For additional help you can refer to our wiki documentation which contains all of our recent product documentation.

Latest Software Version Numbers

SoftArtisans Upgrade Policy

If you wish to submit a support request, and you already know which level of support you are entitled to, use our web form to submit an incident now.

Scope of support

Support Options

  • Platinum, Gold & Silver Support Subscriptions. Annual support subscriptions, which include product maintenance (free major upgrades),and other special services, are the best way to make sure your mission-critical applications using SoftArtisans products are protected by fast, quality priority support. For more information about the Platinum, Gold and Silver support packages, see our support subscriptions page.

  • Annual support subscriptions, which include product maintenance (free major upgrades),and other special services, are the best way to make sure your mission-critical applications using SoftArtisans products are protected by fast, quality priority support.

  • Annual Maintenance Plans. Protect your software investments with annual maintenance plans that offer guaranteed next-day support response and major version upgrades. Annual Maintenance is available for FileUp Professional, FileUp Standard, XFile, SMTPmail and ImgWriter.

Support Hours are Monday through Friday 9:00 AM to 5:00 PM, U.S. Eastern Time (GMT-5 hours), except during national US holidays.

For priority support incidents, please have your Order Number available when placing your call or sending your e-mail so we can confirm your purchase.

To contact our Technical Support:

  • By Web form:
  • By e-mail:
    • Platinum, Gold and Silver support: Write to the email address provided with your support agreement.
  • Every incoming e-mail is assigned a unique tracking number.

  • By telephone:
    • Platinum and Gold support subscribers: For all support issues, use the dedicated priority support number provided in your support instructions.
    • Silver support subscribers: When you wish to activate one of your priority incidents, call the dedicated number provided in your support instructions.

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

1. Your contact information and order number, if you have one.
2. The name of the SoftArtisans product (e.g., ExcelWriter, WordWriter, FileUpEE)
3. The exact version number of our product. This should be the complete build number for the dlls (or jar files for OfficeWriter Java) rather than the installer package version number.
4. Are you using a full or evaluation version?
5. The exact version of the operating system and browser on client machine(s), including service packs.
6. If this is an OfficeWriter issue, the version of Excel or Word on the client machine.
7. The exact version of the operating system and IIS (or application server for OfficeWriter Java) which are running on the server, including service packs.
8. The code files (ASP, ASP.NET, servlets) that you are using including both the form and the form processing code, if they are in separate files.
9. If you have an OfficeWriter issue relating to opening and modifying existing spreadsheets or documents, send the input and output files.
10. The exact error message which is received. Screen shots can be helpful.
11. A description of the exact nature of the problem, including exact steps to reproduce the problem.
12. Are you running our samples or your own code? If our samples, which ones?
13. If the problem only occurs in your own application (which may be complex and have dependencies) please attempt to send us a simple test application with the minimum amount of code necessary to reproduce the problem. The easier it is for us to reproduce the problem, the sooner we can get it resolved.

* Scope of Support:
SoftArtisans Support includes answering general technical questions about the use of our products, and troubleshooting and resolving problems relating to the use of our products. SoftArtisans Support does not include in-depth assistance with architecting, coding, debugging or configuring your specific application. Such assistance IS readily available through our expert Consulting Services



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