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Software components for data protection, secure storage and transfer

Important amendment to support policy

Most of you, our valued customers, know that we are doing our best to provide timely and comprehensive support for our products. However we experience the growing number of support requests where it's clear that the defect originates from third-party software. This is the case where you should ask for support elsewhere - with third-party software vendor or in public communities (if third-party software is not supported by the vendor). Hence we had to make the following amendment to our support policy:

We aim at providing first-class service for our products to our customers. This means that we focus on our products and generally we we don't have technical ability to provide support for third-party software. I.e. in most cases we just can't answer questions like "why that application crashes badly when connecting to your server" or "why that mail filter marks mail created with your components as junk mail".

We do review all such questions to determine if there's anything we can do on our side to ensure best possible compatibility, however please consider contacting vendor of that third-party software and maintainers of third-party services before contacting us.

While in some cases we can try to spend some extra time (with proper financial compensation) on addressing such issues, it's not always technically possible. So while I understand that our responsiveness and eagerness to help makes us an easy to use support channel, please (let me re-state this) do choose the right recipient for your support request. If the problem has roots in third-party software - don't call us at the first place, instead contact the vendor of that software.

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As of July 15, 2016 EldoS business operates as a division of /n software, inc. For more information, please read the announcement.

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