Our Support Policies

For documentation, click the name of the product in the menu on the left.

We do not outsource our technical support for two reasons. First, we want to hear from you about any problems you may be having so we can improve our products. And most important, we can help you better than someone else can.

Sure that costs us more, and since support is free, it cuts into profits. However, it's an incentive for us to design and build software that doesn't require much support. And that's a win for everyone!

Email Support

Please request support by email. We have found the problem descriptions in email are clearer than those received over the telephone. Email also allows us to research the problem before getting back to you, saving time for both of us. Finally, unlike most phone support, email will be routed to a senior engineer if necessary.

We answer all email, usually within an hour during working hours (USA Eastern Time), so if you don't receive a reply, it didn't reach us. Please try again and include the name of the product in the email subject to avoid spam filters.

To request support, please click on the product:

• MWeb™
• MARCView™
• MARConvert™

Critical Bug Fixes

For your mission-critical software we fix serious bugs immediately. You will probably receive the correction the same day you report the problem.

Usage Problems

We use problem reports as an indicator of inadequacies in the interface or the online Help files. Unlike many companies, we are willing to spend the money to make the Help as good as possible (and we have the skills to do so), even though we know most people don't want to read it. But if you're one of the exceptions, try there first!