General Support Guidelines

Once you've reviewed the general support information and the guidelines below, choose a product-specific support area (see right) for more information about getting help with your product.

• If you're evaluating products before purchasing, we're happy to provide product selection help--just give us some idea of what you're trying to accomplish (documents, PDFs and screen dumps of your desired results are the best methods).

• Make sure you're running the latest version of your software by visiting its upgrades area--common problems are often fixed by upgrading to the latest release. Our minor version updates (and sometimes our major upgrades) are free via download.

• Please look in the "Troubleshooting" section or chapter of the product documentation--you will very often find the answer to your problem right there.

• You can peruse our Frequently Asked Questions to see if your question is already answered there.

• Once you've decided that you really need help, please try to reduce the size of the data and the documents in question, narrowing it down to just the failing elements, as much as you can. If we have to wade through megabytes of data or hundreds of pages of documents, we're going to greatly reduce our chances of finding the problem.

• By far the most effective way to get support is to contact us via email. See email support for details.

• Another support method, though less efficient, is via phone or fax. See phone/fax support for details. But we're definitely there on the other end of the line if you need to talk to a live person for sales or support issues.

• You can also use our product email-based discussion lists for support, though they're really intended more for intra-user discussions, and we prefer direct support requests via email.

The bottom line for getting speedy support is to send a pithy email along these lines to "support@emsoftware.com":mailto:support@emsoftware.com.

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