This service is available to all customers. The www.adremsoft.com web site delivers 24x7 access to an online Knowledge Base, articles, documentation and other problem-solving resources. These Web resources provide you with the quickest solution to the most common technical support issues.
This service is only available to customers with a valid Maintenance plan or those within the product's evaluation period. To speed up your problem resolution, we recommend trying the online form available in the Support section of the web site. Choose the product for which you would like to submit a support request and enter the applicable information.
This service is only available to customers with a valid Maintenance or within 30 days after the product purchase. Phone support is also available during the product's trial evaluation period, but we recommend using eSupport.
For US customers our hours of operation are: Monday through Friday 9 a.m. - 5 p.m. (EST).
For European customers our hours of operation are: Monday through Friday 9 a.m. - 5 p.m. (CET).
During national holidays, the support department may not be available.
A response means that we answer your call or email and acknowledge your issue. In some cases, we may need to obtain additional information from you in order to resolve the issue. Sometimes additional testing, research, or consulting with our developers may be needed. Our goal is to respond to your request within two business days.
Technical Support reserves the right to request a customer upgrade to the current version to resolve a known problem or technical issue.
Providing technical support does not imply that AdRem Software will fix software defects or make modifications to the software.
Issues arising from a need for training, implementation services, and customization will be referred to the appropriate department, in order to contract appropriate services for your specific need
We expect that you'll have our product installed on a supported platform, as outlined in the system requirements.
Full coverage with eSupport and Phone support is available for all customers with a current Maintenance plan or those who are within the product's evaluation period.
Currently supported product versions are listed on our support page.
AdRem Software does not offer support for:
Pre-purchase inquires: All pre-purchase inquires should be sent using the support request form.
Customers with a valid Maintenance can download product updates at the myadrem.com.
Users of 30-day trial versions of the software can download updates released within their 30-day testing period by logging to the download page.