Support Policies
All support requests must be initiated through the support
request form. You will receive an initial response from us within 8 business
hours, but usually much faster.
Support is provided during defined support hours.
Support is available only for supported versions
of our software.
Standard support is conducted by e-mail, though our support engineers may offer
to contact you by telephone, live chat, or remote control session if they feel that
the issue can be resolved more quickly this way.
New Support Eligibility Policies Effective January 1, 2010
Effective January 1, 2010, Arcana Development is changing to a new technical support
eligibility model. Software users will be eligible for support as described below.
Evaluation Users
Unlicensed users who are evaluating our software are eligible for free, e-mail based
support during their evaluation period.
Licensed Users With Support Agreement
Users who have purchased a support subscription or
support and maintenance subscription are entitled to unlimited support during
the term of the subscription.
If you own more than one license for the software, you must have valid support subscriptions
for all "active" licenses (licenses that are in use on a computer) in order to receive
support. For example, if you own 5 licenses and 4 licenses are in use with installed
copies of the software, then at least 4 licenses must have valid support subscriptions
in order for you to receive support for any of those licenses.
Licensed Users Without Support Agreement
Users who do no have valid support subscriptions are entitled to free support for
30 days, beginning with the first support request submitted after the purchase of
the software license. After this 30-day support period, no direct technical support
is guaranteed. Customers can obtain peer-to-peer support through the
discussion forums, but we cannot promise that support engineers will respond
to discussions here.
If you purchased a license without a support subscription, you can add a support
subscription at any time. Look for the "Basic Support One Year Subscription" for
the appropriate product in the online store.
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