Priority Support is provided at no charge for the first 60 days from the time of purchase, and is available for purchase thereafter on an annual or per-incident basis.
If you require support, please drop us an email at firstname.lastname@example.org with details of your issue, when does the issue occur, and send us the logs -
[INSTALL FOLDER]\LOGS\%User%\pdfexplode.log & pexspooler.log
If you do not have a support plan, your email will still be responded to, with a maximum of TWO emails. Should the problem persist and you require an onsite internet visit and further emails, you will be required to take out a (paid) annual support plan.
A support executable file, which will allow us to connect to your PC, will commence downloading to your PC.
You must run this 7 Mb file and it will then display a DISCLAIMER.
Please read and accept this disclaimer to continue. Next, a support screen displaying a session ID will appear. This session ID is automatically transferred to our network and can be seen by your support analyst within a couple of minutes of you starting the team session.
When your support analyst sees your incoming connection, he will then send you a request to ‘Allow’ him to connect to your PC to which you must respond in order to start the support session. As easy as that!
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