Support
Use our Contact Form for inquiries about our products, license, and general questions.
Please post questions about report output or other "how to" questions in one of the discussion forums. We'll be sure to answer the question and everyone can benefit from the answer.
Please only post here if you have a problem getting the software to run
Examples would be:
- Installation problem
- Software doesn't run as expected
- A problem with your account
What not to do
Some people will uninstall and reinstall ESPlanner multiple times in the hope it will solve a problem. This is almost always counter productive. Install updates if necessary and if you still have a problem, look for another solution on our FAQ list. Make sure you are using the latest released version of ESPlanner. To get the latest version of ESPlanner, click the My ESPlanner link on this page (top, right), download the latest installation kit and install it. If your bug persists, then report it and we will address it promptly.
From time to time we request further information from our users to help resolve their customer support problems. This includes asking them to upload their databases so we can run their profiles and see precisely what they are seeing in running those profiles. If we receive no response to our request for data we will assume the user has resolved the question or concern on her or his own and close the ticket. While your database is in our secure environment during support of your ticket, neither the database, nor any information contained in the database will be shared with any third party. Upon closing the ticket, the database will be deleted.
Assuming that we have to make code changes to address your issue, upon request we will provide you with a copy of that portion of the product that changed to address your problem. These are provided on an "as is", "use at your own risk" basis.
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