Rules

Be Polite. If you are polite when seeking technical support, we feel compelled to give you the best support possible. However rude email will not be supported, so please be civil in your requests for support. Aggressive language, marking your messages as high priority, excessive use of capitals, and multiple exclamation points or question marks are all considered rude and will not be supported. Anything that can be construed as a threat will cause us not to answer your enquiry.

Tell Us Your Name. Telling us your name allows us to identify you, and to recall any previous technical support requests. It also invokes a sense of honesty and sincerity.

Be Precise. Tell us precisely what you are doing, and precisely what is happening. A request with "It doesn't work" really doesn't tell us anything at all. We need as specific of information as possible so we can identify the problem and propose an answer.

Include Any Error Messages. Include the full text, including title bar, of any error messages. The error message normally gives us good indication as to the problem.

Tell Us What You Know. Make sure you tell us what package you are using and the registered name if you have registered. Tell us if you have changed the contents of the AUTORUN.INF file, or strayed from the provided instructions. If you have suspicions as to the source of the problem, then please let us know.

Realize the Scope of Our Support. We can only offer support on our software. Unfortunately we do not have the time or experience to offer you support on your system, software or consumables. We also cannot afford the time to teach you in the use of your system. We expect you to have a reasonable understanding of computers and the Microsoft Windows operating system you are using. Many of the technical support requests we receive are not related to our software, but instead are related to other factors beyond our control. If we feel we can offer good advice without the support becoming a burden upon us, then we normally do. However, sometimes these requests for support are simply outside of the scope of our technical support and capabilities.

Recommendations

Include Previous Correspondence. Include all previous correspondence in your email. This allows us to recall your case, and can help greatly in tracking the progress of a problem.

Make Sure You Have the Latest Version. Like any software company, we cannot offer meaningful technical support on previous versions of our software. Issues that arise in one version are typically addressed in the next. Therefore unless you have the latest version, you can expect our first advice in technical support to be "upgrade to the current version".

Try to Work It Out First. We often respond to technical support very quickly. We pride ourselves on that, offering the very best to our customers is something we continually strive to achieve. Unfortunately this fast response leads some people to thinking we have plenty of time to "chat" to them, and they begin asking us trivial questions. Questions they could easily answer themselves, were they to think about it.

Keep Attachments Small. We have limited bandwidth, so please keep attachments small. Very large email (over 1.5 Mb in total size) are deleted from our mail server, and we never even know you sent them. If you do need to send a larger attachment with your email, then please seek our prior permission before sending.

Do Not Send Us EXEs. For reasons of virus control, we cannot use any executable file sent to us. If you want to send us a problem menu, only send the saved settings (either .INI or .MNU) and the images used in the autorun interface (if any). Always zip up the files before sending.

Read the Provided Help. The Help systems distributed with our software, as well as our online resources, contain full instruction on the use of our software. If the answer to your question is in the help system, we really do appreciate you retrieving it from there instead of asking us to personally tell you.

If We Do Not Respond

We reply to every email that requires a response. If we do not respond at all to your email, then contact us on another email address. We have found increasing problems with so many anti-spam services out there. Honest email from reputable senders is being "filtered" out by over aggressive spam filters. You may not realize that your service provider is deleting some of the email being sent to you, but they more than likely are. Also make sure your email service allows attachments, as well as email from foreign countries. Our registration emails contain a key file for your convenience, and we are located in Australia. Any problems are associated with YOUR service, and unless you can rectify the problem, we cannot correspond with you.