 Frequently Asked Questions
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Q: How do I download a product (old or current versions)? |
If you know your product's license number, you can set up an account here on our web site (log in by clicking on the Login button in the upper right of this page). If you don't already have an account, you can create a new account.
Once logged on, you can add all your license numbers to your account. This gives you access to installation history, allows you to download products and obtain override codes.
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Q: How do I get an override code? |
When installing a product upgrade, the previous version must already be installed on the same system, otherwise, the upgrade will not install. Instead, you have the option of entering an override code.
If you are unable to install the previous version, you can obtain an override code using your account here on our web site.
You can set up an account here on our web site (log in by clicking on the Login button in the upper right of this page). If you don't already have an account, you can create a new account.
Once logged on, you can add all your license numbers to your account. This gives you access to installation history, allows you to download products and obtain override codes.
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Q: Are product updates free?
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We continually publish hotfixes, upgrades and new minor and major versions for each product. All users with a current, annual support subscription for the product can access these from each product's support page and by logging in (see login button in the upper right corner on each page).
Every product includes the first year's support subscription, so there is no extra charge.
After the first year, you can renew your support subscription (at a fraction of the new purchase price of the product) and you continue to receive all new upgrades and new product versions, even major new releases.
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Q: Is product support free? |
Product support is available to the registered user of a product via email and telephone, as long as the license has a current, annual support subscription.
Every product includes the first year's support subscription, so there is no extra charge.
After the first year, you can renew your support subscription (at a fraction of the new purchase price of the product) and you continue to receive complete product support via email and telephone for the current version of the product. At the same time, with a support subscription you also receive all upgrades and new minor and major versions.
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Q: Is there a Money Back Guarantee? |
Yes, all our products are offered with a 30 day Money Back Guarantee, so you can purchase our products risk free! If you are not satisfied with your purchase, simply contact our Sales department for return information to receive a full refund. Our 30 day Money Back Guarantee is available within 30 days of your purchase, to licensees in good standing only.
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Q: What kind of product support can I expect? |
Every product includes the first year's support subscription, so there is no extra charge. As long as you have a current, annual support subscription, free product support is available for current versions of our products to registered users. Support is offered by telephone and email. If you are using a demo version, you can take advantage of free product support while you are evaluating the demo.
Product support is available from 9AM-5PM, weekdays only, excluding holidays. While we try to be available to answer your questions right away, this may not always be possible. However, you will receive a callback in a timely fashion. Of course, temporary "spikes" in support demand, while rare, can occur which may cause delays.
Product support is limited to problem resolution relating to our licensed products. It does not include application design assistance or development tool support (such as VB, VC++, Visual Studio .NET, etc.).
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Q: I have an older version of a product (it's no longer current). Can I still get product support? |
No. Older versions are no longer maintained or updated. Instead, you may want to consider upgrading to the new, current version of the product. Particularly, if you have a current, annual support subscription, you receive free upgrades, new major and minor versions, and free product support.
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Q: Do you have a list of international or domestic resellers? |
Sorry, no. We distribute and support our products directly, world-wide. Order online and you can receive your products within seconds of placing your order thanks to our online delivery.
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Q: Can I buy the source code for your controls? |
The source code for our products is not available with a Single Developer License, but we do make the source code available under our Enterprise License. If you are interested in our Enterprise License program, please contact our Sales staff at sales@softelvdm.com or by calling (941) 505-8600 x1.
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