E-mail Support Guidelines

The ideal support request would be sent by email to support@emsoftware.com and would include, in the body of the email:

• your product name and version and "mother ship" name, version and platform (e.g., InData 2.1 under InDesign 2.02 for Mac OS X, Xcatalog 6.2 under XPress 6.1 for Windows 2000) and serial number (e.g., FAFH-XDSD-FSFF), and the operating system kind and version.

• any support plan information if you've purchased it.

• a brief summary of the problem and the steps required to reproduce, given the included files.

along with a single StuffIt (Mac OS) or WinZip (Windows) archive containing:

• the document(s) in question.

• any input file(s) needed to demonstrate the problem (as outlined in your email message), such as an Xdata / InData / Xcatalog input shapshot file (or a fraction thereof if it's large) or an Xtags input text file.

• any configuration files, such as a Xcatalog data descriptor file or an Xtags translation file.

• anything else that's relevant to the problem, such as an AppleScript you're trying to use, or a picture file that's not working properly with our product, etc.

• (Please try to keep this to a few megabytes at most.)

If you can't email the above materials to use, or if they'd be too large, please contact us and we'll negotiate the best method for obtaining your materials.

Of course, we're not ogres, and if all you have is a simple question, go ahead and pose it without a lot of formality--we can dig deeper if needs be.

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