 |
|
Paraben Support Policy
Paraben Corporation provides email and phone support for technical, informational and sales inquires to help customers resolve issues or answer questions they may have about Paraben products and/or services. Customers, who purchase Paraben products and/or services, are eligible for support during regular business hours (Monday – Friday 8AM – 5:30PM UTC -7). You can find support contact information, such as email addresses, and phone numbers, in the Contact Us section of our websites.
We are closed for the following United States holidays: New Year’s Day (Jan 1st), Presidents’ Day (Third Monday in February), Memorial Day (Last Monday in May), Independence Day (July 4th), Labor Day (First Monday in September), Thanksgiving Day(Fourth Thursday in November) and the day after, Christmas Day (December 25th)and the day before, New Year’s Eve (December 31st). If a holiday falls on a Saturday, it will be observed on the proceeding Friday. When a holiday falls on a Sunday, it will be observed on the following Monday.
Our Support Team is available to provide you with technical, informational and sales support. We make every effort to get back to you as quickly as possible and most queries are answered within 24 hours. Because the majority of technical requests require research to be resolved, it can sometimes take us longer to respond. Requests placed on the weekend or Holiday will not be looked at until we are back in the office and could therefore take longer than our standard 24 hours. Although we will do our best to respond to you as quickly as possible, sometimes the best way to get immediate answers is to search our forum or FAQ where you can find answers to most frequently asked questions.
Paraben provides all customers with access to online support resources: Forum, Video Training, Downloads and FAQs that contain technical information and answers to commonly asked questions for our products. We encourage our customers to use these resources as an easy way to find answers to their questions, as well as ask questions or share experience with other users of Paraben products. Our product help files are also great resources; please make sure that your question is not answered in the help file for your product before addressing our support team.
Since 1999 we have provided technical support to all users, registered and not registered alike. However the volume of support requests has recently increased considerably; we offer more products, have more registered customers as well as people using demo versions of our software. As a result we now only offer phone support for registered users and after hour’s emergency support to our law enforcement and forensic professional customers; that phone number can be found in the Contact Us section of our websites. Individuals seeking assistance with demo versions of our software will be limited to support through our support system at support.paraben.com or by emailing parabensupport@paraben.com
We do not provide support for products that we no longer sell from our website. We hope you can understand that once the product is outdated we don't offer it from our website and are unable to assign any resources on its maintenance. We are always glad to assist you in upgrading to the current version of our products or to upgrade to the product which has inherited the features you used in the old version you once purchased.
Paraben Corporation reserves the right to change its support policies at any time without notice. Changes will be posted on Paraben’s websites.
|
|
|
