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Support Policies

Serif Technical Support Services Policies

Serif Technical Support is dedicated to providing timely, thorough, and efficient resolutions for customer installation and other operational issues directly related to Serif software products.

Serif’s Responsibilities

• Utilize best efforts to resolve incidents submitted by our customers
• Document and record each incident, and its resolution
• Track the timeframe an incident remains open, and escalate when required

Customer Responsibilities

• Perform problem determination and diagnostic activities as may be suggested by Serif Technical Support staff, promptly and completely
• Perform problem resolution activities as suggested by Serif

Response Time

“Response Time” is 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 endeavor 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.

Reporting on Incidents

Please ensure that you provide the following information when reporting an incident with Serif Support staff:

• Your Name and applicable contact information (phone number or e-mail address)
• Your account number or order number (or if you did not purchase direct from Serif your full address including postcode/zipcode)
• Company Name (if applicable)
• A complete description of the problem, issue, or error message

Contacting Serif Support

• Customers can contact our support department by using our online support form
• For follow-up e-mail correspondence directed to a particular technical analyst, please also include their name in the subject line

Disclaimer

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.