document and record each incident and its resolution
track each open incident and if necessary escalate unresolved issues
We ask you to help by:
Providing accurate and useful information (listed here)
following diagnostic activities suggested by our support staff, promptly and completely
performing problem resolution activities suggested by our staff
reporting back to us the results of these activities
We aim to respond within 3 (UK) working days.
Although we cannot guarantee response times, currently over 95% of emails and phone calls are answered within one day (8 working hours)
If we experience a major issue in maintaining our service conditions (e.g. major technical problem) we will make every effort to flag this up on our home page.
If there is no such flag, and we have not responded in 3 days, please contact us again, if possible using the other means of contact. Rarely, emails are lost in the system or mis-routed or filtered out as “spam”, and phone messages are left on the wrong number or fail to record, or no return number is given by the caller.
Our current products, Wordshark 5 (from Jan 2014) and Numbershark 5 (from Sept 2014) are fully supported within reasonable use, free of charge, for technical / installation issues, for five years from purchase date.
Our Wordshark 4.08 and Numbershark 4.08 (from Dec 2011 to Mar 13) and v4.09 (from Apr 13) are similarly supported for 5 years from purchase date.
When time permits, we may be able to offer some limited support free of charge on administrative and educational aspects of current products. We can refer requests for more advanced training to known freelance trainers, who can negotiate dates and prices.
Superseded products (The original, v2 both prior to 2001, Wordshark 3 and Numbershark 3, from 2001 to 2007, and v4.01 to 4.07 from 2007 to 2012) are no longer supported, beyond than regarding advice about upgrading. With the end of support for XP and older OSX, changes in technology make v3 and v4 programs increasingly challenging to keep going.