From the very first days of AIPSYS we knew that just giving our customers good products would not be enough. We also needed to give 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 mean to help you solve problems, not give you ones.
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 our respect.
Free Support Benefits
To give all customers the best possible support service all AIPSYS support plans offer the following benefits:
- Be part of a community of over 100,000 users and learn from their questions and experiences.
Our support is managed through support forums. 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 forums are 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.
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.
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.
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 forums. We make no promises about when get back to you, or when we will have a solution or answer to your question, but we pride ourselves on being reactive. We work hard to respond to our customers as quickly as possible.
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 Forums
To use the support forums you need to have an account. (You also need an account to download a trial or buy a product.) If you have not got one already, create an account.
The account gives you access to the support forums where you can ask questions. The forums are organized by product group, with separate strands for reporting issues with the website and feature or product requests.