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Basic technical support is available at no charge for everyone via e-mail and web-based Support Forums. It includes only answering basic technical questions concerning the use of Heaventools products during evaluation period.

Our free technical support policy is subject to change at any time without notice.

Standard technical support is available only for customers who purchased a license for the product. Heaventools products include free technical support, free software updates, and maintenance releases for 18 months from the date of purchase. Standard technical support is available via e-mail and/or web-based support form. It includes the following support services:

Answering Questions

Heaventools answers technical questions concerning the use and management of the Heaventools products. The questions may be asked by electronic mail, web-based support form or support forum, and are answered within 2 business days.

Please note that we don't teach the basics of technology, computers or software development. We don't provide pro bono answers to questions that are beyond the scope of the product, or arise from your misuse of the product.

Problem Reporting

Problems may be reported on a 24 hours per day, 365 day per year basis, by electronic mail or web-based support form.

Support Request

Heaventools shall use commercially reasonable efforts to respond to customer's problem reports which can be reproduced on the current versions of Heaventools products. "Respond" means and includes: taking and logging the Problem Report, making reasonable efforts on a continuing basis to provide corrections, workarounds and/or patches to correct defects or errors in Heaventools products or provide an alternative suitable workaround until the problem is resolved to the satisfaction of both customer and Heaventools.

Updates/Fixes

During the maintenance and support period, Heaventools will provide customer with the production version of any updates and enhancements.

You can submit your support inquiry either by using the web-based form or by e-mail: support (at) heaventools.com

Visit the Heaventools Support Forums for news, support, and discussion.

Our Customer Support team handles all non-technical questions and requests from customers, such as invoice and billing questions, product update questions, replacement of lost license keys, etc.

Visit our Customer Care Center to find out how to contact the Customer Support.