Serif breaks down the technical support we provide into four different areas:
A Fully Supported Product is defined as:
Click here for a comprehensive list of Fully Supported Products.
This level of support is provided free of charge for all Fully Supported Products.
For earlier versions or free software this type of support is provided free of charge within 90 days of purchase or download, or 90 days from registration if not purchased directly from Serif.
For 3rd Party software purchased directly from Serif we will also provide installation support within 90 days of purchase. For any non-installation help or queries, support is provided by the developer of the 3rd Party item.
This level of support is only provided for Fully Supported Products
To make the most of your new software, any individual who has purchased a Fully Supported Product from Serif or a recognised retailer or distributor will receive two free support credits for product help which can be used whilst the program is still defined as a Fully Supported Product.
Once these two free credits have been used we recommend that you utilise our extensive online community forums and knowledgebase. However should you prefer to contact us direct, additional support credits can be purchased at a rate of £9.99 per incident.
Definition of a Product Help Incident
Serif defines a Product Help Incident as a request for help or guidance with one specific aspect of a product e.g. use of a particular feature or assistance with a specific task. A single support incident may involve multiple phone calls and emails. Customers are eligible for a refund on incidents purchased for product issues and installation queries relating to Fully Supported Products.
This is only provided on Fully Supported Products and is charged at a rate of £49.95 per document.
We will answer any technical queries about Serif Web Resources as long as you own a copy of WebPlus that is Fully Supported.
We will not provide any additional services, like retrieving your SQL file from our database
Defined as the length of time between when a call or e-mail message is received and logged by Serif’s Technical Support Services, and when a Serif technician contacts or responds to the customer. Although we cannot always guarantee response times, a combination of incident severity or urgency level is used in part to prioritize incidents. Serif Support Services endeavour always to respond to customer inquiries in a timely and efficient manner. In general, Serif Technical Services will reply to you within 2 business days.
Please ensure that you provide the following information when reporting an incident with Serif Support staff:
Customers can contact our support department by using our online support form.
Support options reflect Serif’s current support policies and do not constitute a warranty for support. Your agreement with Serif for the use of your Serif product or products is governed by the end user license agreement accompanying the purchased product. Serif reserves the right at any time to change its Support options and policies without notice to the end user.