Technical Support Policy¶

Eligibility and availability¶

Technical support is included with an active High Tech Forms software subscription, from activation until the subscription ends. Support is not available without an active subscription. Unless stated otherwise, this policy applies to all High Tech Forms products.

We handle requests on a first-come, first-served basis during normal business hours (EST). Our User Guide is available online at any time.

Submit requests online or by telephone using the contact details at Support HQ. You may also contact us by email. We make reasonable efforts to respond within two business hours; this is a response target, not a guaranteed resolution time.

What support covers¶

We support reproducible issues, including issues caused by the customer, in currently supported releases of our software. The software must be unmodified and run on hardware, applications, and an operating system that meet the requirements in its documentation.

For hardware failures or conflicts caused by other software rather than High Tech Forms, contact the relevant manufacturer or software provider.

We do not warrant against problems caused by accidents, abuse, misuse, inappropriate use, modifications by you or others, or computer viruses.

Helping us resolve a problem¶

You are our contact for your support request. Please be familiar with your software and computer environment, and be prepared to explain and reproduce the problem so we can diagnose it.

Lost or unrecoverable licenses¶

Support does not include free replacement of lost or unrecoverable licenses. Replacement is charged at the current license price. A support subscription is not insurance against license loss.

For a planned move to another PC, follow the uninstallation procedure before transferring your license.

Updates and form revisions¶

Program updates include bug fixes, improvements, enhancements, and new features. They are included at no additional charge with your subscription.
Form revisions change the form itself. They are available to supported customers for a fee based on a percentage of the original license price, plus applicable transaction charges.

Updates and revisions are delivered through the High Tech Forms software when available. We are not obligated to develop future programs or features.

Supported products and third-party software¶

We may end support for a product as part of its lifecycle. End-of-support dates and any changes to them will be posted on our website.

Your environment must remain supported. If another vendor ends support for an application, hardware platform, framework, database, or operating system you use, you may need to upgrade to a supported configuration to continue receiving support from us.

Diagnostic tools and remote assistance¶

We may provide tools to collect and transmit configuration information or help diagnose a problem. With your consent, we may also use remote-access tools to assist on your computer.

These tools may be used only with supported software licenses and are subject to any additional license terms supplied with them.

Changes to this policy¶

We may update this policy, but will not materially reduce the support services provided during your subscription's support period.