If you need support...
If you need help, you can make use of one of the options listed below. Please read our support policy before asking for support.- Please try to find the answer on our site using Site Search.
- You can browse the knowledgebase which contains various technical and non-technical information about our products. It also contains articles, how-to's and tutorials.
- Forums are available for you to get support and discuss various questions with other users of our products. Forums are the preferred way to ask "How Do I..." questions.
- If you can't find the answer to your questions, feel free to contact us using our Helpdesk System.
Why use Helpdesk System?
Helpdesk system enables us to provide you with personal support and help. All our support specialists are monitoring the tickets with your requests and questions. This helps us give you necessary support as soon as possible.
Helpdesk system lets you control the status of your support request and be sure, that it will be handled properly and on time.
Product support options
Select the necessary product below to see support options for this product:
Support policy
EldoS Corporation provides support for software products, offered by EldoS Corporation. There are several terms and conditions for providing such support.
Types of support
Non-technical support
Non-technical support covers questions, related to licensing, payments and refunds, various policies, partnership and reseller questions etc.
Non-technical support is provided using
- Web form on EldoS Corporation site
- Live chat (web-based online chat system)
- E-mail (sales@eldos.com)
Non-technical support is available for everyone at no charge.
Technical support
Public technical support is available for everyone at no charge. Public support is provided via Web site (knowledgebase, online documentation, articles and tutorials etc), Web-based Forum. Forum communications are governed by Newsgroup Usage Policy. The web page and documentation for each product includes a list of support methods available for particular product.
Several levels of individual technical support are available.
Technical support details
Basic technical support is available at no charge via e-mail and web-based helpdesk system. It includes only answering basic technical questions which can appear during evaluation of the product.
Standard technical support is available only for customers who purchased a license for the product during support period, included with the license. Standard technical support is available via web-based helpdesk system. It includes
- Answering technical questions, related to EldoS Corporation products*
- Fixing errors in products of EldoS Corporation
- Creation of sample applications or code snippets (if time of creation doesn't exceed 30 minutes)
Standard technical support is provided free of charge as described above.
Advanced technical support includes
- Fixing errors in customers' projects
- Providing consulting services, related to software analysis and design, which involve products of EldoS Corporation
Advanced technical support is purchased on a case by case basis. If the error fixing case is a result of the error in our product, then the support cost for the case is refunded or accounted for future advanced support cases (at your choice).
When individual technical support is requested, you must provide information which confirms that you are eligible for individual technical support. For most products this is the License ticket (issued by EldoS Corporation) order ID (issued by order processing company), which grant the right for individual technical support.
What we need from you:
When you ask for technical support, please try to describe the situation in details. "It does not work" is not something we can work with. To assist you in solving your problem we need to get the following information from you:
- information about our product that you are talking about. Please specify the name of the product, it's version, platform or edition or code package (depending on the product);
- information about your environment. This includes the name and version of the operating system, the name and version of the development tool that our product is used with. If our product is used in conjunction with some other software, please specify the name and version of that software too;
- steps to reproduce the problem. This can include small test project, screenshots (please don't send unpacked BMP and DOC files with images) test data files etc.
Please remember that the more informative is your report, the faster we will be able to help you perform your task.
*Note, that the products expect certain level of competence when you use them. We don't teach basics of technology, computers or software development. If you feel, that you need coding assistance, please see our Assistance services page.
Software updates
Terms and conditions for updating particular products are not covered by this support policy. Separate update policy is present on the web pages of these products.