Free Support Policies


#1

Free Support

From the very first days of Aspose, we knew that just giving our customers good products would not be enough. We also needed to deliver good service. We are developers ourselves and understand how frustrating it is when a technical issue or a quirk in the software stops you from doing what you need to do. We’re here to solve problems, not create them.

This is why we offer free support. Anyone who uses our product, whether they have bought them or are using an evaluation, deserves our full attention and respect.

Free Support Benefits

To give all customers the best possible support service, all Aspose support plans offer the following benefits:

  • Be part of a community of over 200,000 users and learn from their questions and experiences. Our support is managed through support forum. You can search to see if someone has already asked the question you have and learn from the answers.

  • Get help from the people who know the most about the products. Our support forum is managed by the product developers. No one knows more about the product than they do. By putting you in touch with them directly, we also make sure that they fully understand how you use the product so that they can make it better.

  • Know that you are as important as everyone else. Our support operates on a “first come, first served” basis. Questions are answered in the order they come in. We do not cherry-pick questions based on who asked them or how easy they are to deal with.

  • No charge.
    Free support is free of charge. It is worth repeating.

Availability

Free support is available for all license types and whether you have a subscription or not. Note that we only develop hotfixes for the current version of the software and that if you do not have a subscription you are not entitled to software updates.

Pricing

Free support is free of charge. We do offer paid support for companies that need a bit more attention, want an agreed service level, or need to know what is on our roadmap. But our basic support is and will remain free.

Conditions

All support is subject to fair usage; all our users are equal. Attempts to jump ahead in the queue are discouraged.

All support is managed through the support forum. Any attempts to “fast track” your support request (for example by calling our Sales telephone lines or emailing an Aspose team member) will not expedite your request. By using our forums you are in direct contact with the developers who deal with your issues.

We make no promises about when we will be able to get back to you or when we will have a solution or answer to your question, but we pride ourselves on being proactive. We work hard to respond to our customers as quickly as possible.

No estimations on when a fix can or will be delivered will be given at any point. If an estimated date is supplied, then this cannot be guaranteed and should not be relied upon for internal planning.

Hotfixes and new features, when they are the outcome of a request, are only built on the current version of a product. You get free support without a subscription but not software updates.

Free support has worked well for us for many years, so it is unlikely that we will change it, but we maintain the right to do so at any time, without notice.

Using the Forum

To use the support forum, you need to have an account. (You also need an account to download a trial or buy a product.) If you do not have one already, create an account.

The account gives you access to the support forum where you can ask questions. The forum is organized by product category with separate strands for reporting issues with the website and feature or product requests.

Paid Support

Not sure that free support meets your needs? Find out more about Paid Support and our other support options. Paid Support helps you prioritize and escalate your most important and urgent issues from the start so they may be resolved faster.


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closed #4