Visualware Support Policy

Email support: is provided to customers that have a valid Annual Upgrade and Support Subscription (AUS). These are available for all products.

Product Updates: Licensed users may download and install minor updates (ie. version 5.1 to version 5.2) at no charge. Upgrade discounts are available to upgrade from the previous major version to the current major version (ie. v5.x to v6.x). Annual Upgrade Subscriptions may be purchased along with a product license, which include new versions for a 12-month period. New license keys are provided for licenses purchased 30 days prior to a new version release.

Technical Support and Customer Service Requests: For questions regarding product functionality, please check the Download page to be sure you are using the latest version. Many problems may be resolved by updating your JVM, please see the Java requirements listed on each product support page for details. Also, if you have a question, it is possible that is has been asked before, please check the FAQ page for the product you are using before contacting support. To make a support request, please fill out our Support Request Form.

Product Registration Information: If you are reporting a problem with an email address other than the one used for purchase, please include the email used for purchase, order ID, or software license key with the problem report.

This policy is subject to change.