Support

Em Software phone and email support requests are handled by members of our Premiere Technical Support Team. Each member of the team has years of real world experience with our products, integrating them into different kinds of situations and applications. They delight in helping you figure out the best way to deploy Em Software products, and solving your toughest automation challenges.

Once you've reviewed the types of support we provide, below, next review the guidelines for getting the most out of our support programs.

Note that we also provide training in our products, a head start on your projects, and product and project development.

Free Technical Support

Em Software provides free technical assistance for the following situations:

• simple pre-purchase product selection questions;

• 30 minutes of post-purchase general help (within 60 days of purchase);

• product crashes, freezes, error messages;

• possible product bugs;

• installation problems (e.g., serial number doesn't seem to work, or product goes into demo mode).

For all other situations, we offer several types of fee-based technical support.

Paid Technical Support

The services covered by the various support options are designed for organizations who are looking for some limited professional assistance while they develop their own automation projects.

These services include the following:

• general project discussion (e.g., evaluation of files and discussion of general approaches, feature recommendations and pro active troubleshooting advice);

• code debugging/troubleshooting;

• mini-training sessions on specific product features.

Technical assistance is provided via phone, email or online application (WebEx, Timbuktu or VNC) during normal business hours, 9 a.m. to 5 p.m., EST, Mondays through Fridays. Coverage is valid for one calendar year after purchase.

Support Blocks

You can also purchase blocks of time for support as you need them.

• 5-hour block: $875

• 10-hour block: $1,650

• Per incident block, for organizations who unexpectedly require immediate assistance (1 hour minimum, billed in 15-minute increments after the first hour): $200 first hour, $40 per subsequent 15 minutes.

Other support agreements can be custom tailored and priced upon request. Contact us for further information.

Buy Support

Testimonials
•	“you guys have never let me down...”
•	“on support, you have no rival!...”
•	“your product has improved workflow tremendously...”
•	“Wish all our software suppliers were as responsive and competent...”
•	“your promise on your web site of standing behind your products is very real...”
•	“thanks for all your effort and jet response...”
	(more...)