Technical support is free of charge for the current main version of the software, and for a minimum of one year after the initial license purchase or upgrade. We endeavor to provide free support beyond that period for a reasonable time. Support should always be initiated via email. Support questions for site and, enterprise licenses must be channeled through one person. except in emergencies. We cannot provide support by mail or fax. In the case of development tools, support is provided only to the licensed developer; support cannot be provided to end-users.
Before you contact us...
Often, the answer to your question can be found user manual. Many of the user manuals include a frequently-asked-questions (FAQ) section and list the system requirements in the introduction. Make sure that you have the current manual. Manuals can be downloaded from http://www.informatik.com/manuals.html. The newer programs each have an online FAQ page; the link is shown in the Help menu. For older programs, check the FAQ at http://www.informatik.com/faq/general.html.
When requesting support, please indicate the product name, version number, your computer system, license number (or tell us that you are using a trial version) and a detailed description of the problem. The license number is shown in the Help -> About menu. Do not attach large files; email messages with large file attachments are automatically discarded (max 200k). If you must send larger files, contact Informatik first.
We can call you back during office hours (9:00 AM to 5:00 PM U.S. East Coast Time). Give us your phone number and explain the problem in an email so that our technical staff can prepare for the call.