About our Maintenance and Support

Supresoft offers a variety of support services to customers. The Annual Technical Support Contract is the most common choice for support amongst our customers. 

Annual Technical Support Contract

The following services are provided to our Annual Technical Support Contract customers: 

	Technical support via telephone, email and fax
	Upgrades and patches for the life of the product

The support program is contracted on an annual basis. Service is also provided during the evaluation period. If you have purchased our products and haven't signed up for the support program, please contact us now. 

Problem Solving through Technical Support

The business hours for technical support from Supresoft Headquarters are 9:00am - 6:00pm Beijing Time. Customers may call the support group on +86 27 8756 1012/13/14. Alternatively, a problem can be reported via email to support@supresoft.com.cn or via fax at +86-27-8756 1011. 

Customers not signed up in this program can still contact us to obtain technical support. 

If a problem or feedback is reported via email, the customer will receive a ticketed serial number indicating that the email has been received and logged in our support database. This number will be used to track the subsequent exchange between the customer and the support group. 

Having pertinent information at hand when you call with a problem will help the technical support engineer resolve it faster. We suggest you gather the following information before calling: 

	Your contact information
	Product name
	Product release information
	Platform information (machine type, operating system and release)
	Specific error codes and/or messages and where they are appearing
	Steps taken to duplicate the problem (if possible/applicable)
	Any other documentation pertinent to the problem

In order for our support engineers to handle incidents more efficiently, please provide the support ticketed serial number and comply with all requests for information. Failure to provide accurate and complete answers to questions or requested documentation could delay resolution of the problem. When sending us an email, we recommend that you send a copy (CC) to support@supresoft.com.cn. This email alias is distributed to a group of senior engineers at Supresoft and all emails received there are logged. With this technique, your problem will be resolved in a timely manner, even if the support engineer who initially handled the problem is not available.