Technical Support Procedures

Our Purpose

AdRem Software's Technical Support department is dedicated to providing you with responsive, high-quality assistance, so you can install AdRem Software products smoothly and keep them running smoothly.

Contacting Technical Support

Online Support Resources

This service is available to all customers. The www.adremsoft.com web site delivers 24x7 access to online Frequently Asked Questions, articles, documentation and other problem-solving resources. These Web resources provide you with the quickest solution to the most common technical support issues.

eSupport

This service is only available to customers with a Service Agreement or within the product's trial evaluation period. to speed up your problem resolution, we recommend you try the online form available in the Support section of the web site. Choose the product for which you would like to submit a support request and enter the applicable information.

Telephone Support

This service is only available to customers with a Service Agreement or within 30 days after the product purchase. Telephone support is also available during the product's trial evaluation period, but we recommend using eSupport.

Regular Support Hours

The hours are as follows (during national holidays, the support department may not be operating): Monday through Friday 9 a.m. - 5 p.m. (Eastern)
or 9 a.m - 5 p.m (CET)

Response Times

A response means that we answer your call or email and acknowledge your issue. In some cases, we may need to obtain additional information from you in order to resolve the issue. Maximum response time takes two business days.

Procedures

What You Can Expect From Us

Technical Support reserves the right to request a customer upgrade to the current version to resolve a known problem or technical issue.

Providing technical support does not imply that AdRem Software will fix software defects or make changes to the software.

Issues arising from a need for training, implementation services, and customization (scripting) will be referred to the appropriate departments to contract the appropriate services for your specific need.

What We Expect From You

Customers are expected to install AdRem product on supported platform as described in system requirements.

What We Cover

Full coverage with eSupport and Telephone support for customers with: a current Service Agreement or who are 30 days after registration or within the product's trial evaluation period.

Current versions are listed on tech support web page.

What We Do Not Cover

AdRem Software will not serve support for:

Products for which support has been withdrawn
Products that have been discontinued
Resolved issues that have been fixed in the latest release of the product but not implemented by the customer
Operating Systems and third party applications
Alternations or revisions to the AdRem Software solutions made by the customer
Alpha and beta versions of AdRem Software solutions
Free AdRem Software products and tools

Pre-purchase inquires: All pre-purchase inquires should be addressed using e-support or with a support request form.

Product Version Upgrades

Software updates are available to customers with valid Service Agreement contract. Please login to the AdRem Software customer portal to download the latest version of the purchased software. Users of 30-day trial versions of the software can download updates released within their 30-day testing period by login to the web pages with trial version of AdRem Software products.