Use tickets to contact us. Direct emails are usually not monitored and also often get blocked by spam filters.
There were many reports recently about missing confirmation emails. This is usually related to spam filters and mail server settings: emails are blocked by client mail server.
Try with a free GMAIL account! This seems to work fine.
Members: If you submit tickets with same email as for your member account you'll be able to see all tickets listed for future reference.
We can provide free support including product and service information, assistance and guidance, suggestions and recommendations related to our software and services, by tickets.
Support is only available for latest versions and standard editions: Make sure you have downloaded and installed latest version for the edition you're using so issues are not caused by older bugs or missing features.
Our policy is to discuss in written due to the technical nature of the products and services that usually require developer attention and sending links to demos, descriptions, specs, appropriate order pages.
Our services refer to providing and setting up software and hosting. Once this is done and works as advertised in the demos and site pages there is not much else to do by our staff.
Considering these, we try to keep our prices affordable by not introducing costs related to 24/7 support, hot lines, site management staff.
If you have extra budget for your project you can always hire a webmaster, developer, rent your own server and hire a server administrator or management services.
Further development and customizations depend on your business, considering the boundaries of software and service we provide. These boundaries can be prospected prior to purchase with the online demos, trial downloads, documentation written on the website for each edition. Services can also be ordered for limited time (monthly) for full mode usage and kept as needed.
Tickets are answered depending on availability, time zone, working hours (variable), working days (not including common non working days like Christmas, New Year and sometimes weekends). In conclusion tickets can be replied from minutes to multiple hours or days later.
Sometimes tickets are skipped or lost due to human or technical reasons.
So, if you don't receive a reply in 48h you should include a reminder, follow up by replying same ticket. If in 72h you don't get an answer try submitting a new one.