Support is provided through the EDS–Soft website and includes a knowledge base, online documentation, articles, manuals, training courses, a help desk and an online forum. There are two levels of individual technical support available: basic and standard.

Basic technical support helps to solve the main technical problems emerging during the product trial period. This support is available for free via the Helpdesk.

Standard technical support is available to customers who have purchased a license for a product and it is also provided free of charge. This support helps to solve problems related to the installation of the program, its activation and use. Standard technical support is available via the Helpdesk during the time specified in the product license. This level of support includes:

—	Answering technical questions about EDS–Soft products.
—	Creating typical examples (files with source data) in case of a reasonable request from the customer and provided that there are no similar examples in our knowledge base, documentation or examples.

To start using the technical support service, please provide us with the confirmation of your right to it (it is not required for the basic support level). You can confirm your right by specifying your license number in your account using the Personal Section. If you have no information about your license yet, please include your Order ID in your request.

All requests are reviewed within 24 hours. Please be patient: EDS–Soft developers are working on the solution of your problem. Note that requests for the higher level support have priority over other requests.

In order to get adequate and prompt reply, please give a detailed description of your situation. A plain statement that “it does not work” gives us very little information. To get quick and effective support, specify:

—	The name of the EDS–Soft product, its edition and version (including its build and compilation date).
—	The name and the full version of the operating system.
—	The detailed description of your actions for us to be able to reproduce the problem. It is also useful to include a small test project, screenshots, the file with source data, etc. in your request.

Note that the lack of detailed information may lead to a delay in processing your request until all required details are provided.

Getting new versions and updates for EDS–Soft products is not included in support and is not covered by this policy.