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What is your support policy? Do you have a minimum response and/or problem-solving time? What types of support do you offer?
We know how important is support for our customers. In this type of software (software protection) we know that support is highly important for our customers, because if we fail in supporting our customers, they will fail supporting their customers!
We try to fix any reported problem the same day as reported (of course, this cannot be always done when we cannot reproduce the problem here and we require external tests to be done in the problematic client's PC). As soon as the problem is fixed, we release a new private version with the fix for the customer who reported the problem. The fix will be available for any of our customers who require the new private version or face the same problem.