Codejock Software is dedicated to provide reasonable support in a timely manner to all clients with active subscriptions. However, processing time may depend on the difficulty of the request, as well as current volume of requests and resources available. It is important to choose the right support option for your request and to submit all necessary details to receive help quickly.
Important: Never publish your order details on the forum.
For users who do not have an active subscription or active trial version this is the only option to get support from Codejock Software. Also, this is a good place to ask other Codejock users (Codejock community) for their input and opinions. Codejock monitors all open topics and takes users' feedback into account. However, Codejock Software has no obligation to provide any support to the users in the forums and retains the right of choosing whether to answer specific questions or not. If you have an active subscription and need to hear back from Codejock support staff, please select another support option. Whenever you submit a new request please follow the advise outlined in the Support Guidelines section.
To use forum support go to http://forum.codejock.com.
This option is for customers with an active subscription or active trial version. Our call center representatives can answer only general questions by phone as our engineers do not provide direct phone support. They are equipped to help with issues involving login/password reset, access to download files and other non-technical support issues. Please make sure you have your order information ready prior to making a call. If you require technical assistance please select the e-mail/ticket support option. Call center is available between the hours of 9:00am - 5:00pm Eastern Standard Time (EST) and can be reached by phone number +1-(989)-472-4761 (option 2) (subject to change without notice).
Important: Never share your support credentials with anyone.
This option is for customers with an active subscription or active trial version. You can send your request to email@example.com and our system will automatically create an issue and send you access credentials specific to our support portal http://support.codejock.com. These credentials are not the same as those for accessing our online store and product downloads.
You can send a request for support by e-mail to firstname.lastname@example.org or create a new ticket directly in our support web-site http://support.codejock.com. NOTE: support credentials are needed to create new tickets on this site. Whenever you create a new ticket please make sure you follow the advise described below in the Support Guidelines section in addition to the following e-mail/ticket support guidelines:
In some exceptional cases our engineers may provide a reasonable amount of remote support. This option is only available to solve critical issues after all other ways to provide support have been exhausted. We retain the right of choosing the way of providing remote support, i.e. using remote desktop connection or using a meeting software. This option is limited and available only for customers with active subscriptions.
In order to facilitate processing of your request in a timely manner, it is necessary to be prepared. Follow these guidelines when you submit your request:
When you submit a new support request keep in mind our processing policies:
Normally all users will get their updates in the next maintenance or major product release, however there are some other options:
If an estimated release date is provided, all dates for version updates are tentative and may change without notice. Codejock Software is not responsible for your product releases. Read our detailed Release Date Policy at http://www.codejock.com/corporate/release-date-policy.asp.
If your support request falls outside the scope of our support coverage, and requires custom software development, we can help. Codejock Software provides custom consulting services at reasonable rates. Please send your requests to email@example.com or refer to the Phone Support section and talk to one of our representatives for more details.