Paradigma Software Technical Support is available to help you have the best experience with Paradigma Software products.

Before submitting a request for support, please check first the Where to Get Help resources first.

If something doesn't seem to work as it should, log in and select Trouble Ticket.

Free and Paid For Support Plans

Paradigma Software products are powerful technical tools. Some require no prior knowledge to use, while others are specifically designed for developers or engineers. If you are learning to use our products in parallel with learning something else like a new computer language for your project, you should expect a longer learning curve.

If you find some task is very difficult or you want to save time by having some coding work done for you, plans are available for code review, optimization and development.

Submit or Check for Issues on MANTIS

We use the popular MANTIS open source bug tracker software to track feature requests, improvements and issues. You should check on the tracker first in any case of:

  • Something doesn't work the way you think it is supposed to work
  • Something you think works but could work a lot better
  • Something you really wish the product did that would make using it better or more productive

While the team cannot guarantee to implement every request, we consider every request that comes through our MANTIS server.

 

  • Report a Problem
  • Free Support
  • Issue Support
  • Developer Support
  • VDN and OEM

Find a Bug or Issue?

Find an issue? If you are certain you've found a bug with a Paradigma Software product, visit our Mantis Bug Tracker site. You can see the last ten items submitted. You can also make feature requests through Mantis as well. Before report into Mantis you may read FAQs on bug reporting and feature requesting.

Report a Bug or Issue on MANTIS

Level 1 technical support is available for free for customers through the Support Ticket System who meet the following conditions:

  • use the current version of the Paradigma Software product
  • met the current minimum system requirements for the product
  • have an active update plan for the product

Before using the Support Ticket System, please check 1) online documentation and 2) FAQ and discussions.

Level 1 Technical Support Options

  • Troubleshooting installation and serialization issues
  • Basic features that do not work as documented in the software documentation

Free support is usually answered by the next business day, but we cannot guarantee a specific time for a reply.

Priority Support Options

Priority support options are available for level 2 or higher technical support.

Level 2 technical support is available on a fee basis utilizing support incident credits.

Level 2 support questions can usually be answered in a few sentences or paragraphs - such as explaining a software process. Support credits are used as payment, with one credit either representing one incident of up to one hour to resolve. Multiple credits can be used to cover multiple hours, up to eight hours (one engineer day).

If a Level 2 incident is the result of an undocumented bug in the Paradigma Software product, you will not have a credit deduction for your support request. If it is already documented then there will be a one credit charge.

How to Get Level 2 Technical Support or Incident Support

Level 2 technical support can be resolved by email, internet chat or Skype Chat  by a Paradigma Software support specialist.

To receive Level 2 technical support, you must have one or more support incident credits on account.You can purchase incident credits through the Paradigma online store. A credit must be used within one year of purchase or it automatically expires.

Using Internet Chat or Skype Chat for Incident Support

To use internet chat or Skype for incident support, you must agree to a mutually agreed upon time to meet by way of our Ticket System.

  • The one hour allotted for the session begins at the mutually agreed upon time, even if you are not there  (a credit is deducted)
  • You can cancel or reschedule the time after 30 minutes before the session time (a credit is deducted)
  • A chat session is all done by text chat, but may also include email, access to files or request by the engineer to access your computer remotely

Level 3 technical support covers such topics as writing or debugging scripts, or providing advice on database schema to suit a particular, single business need. A Paradigma Software support specialist or engineer can work with you to resolve most issues or provide advanced assistance. Level 3 support questions often take more than a single session to resolve, or longer than a single day of engineer time.

Level 3 technical support can be resolved by email, internet chat or Skype by a Paradigma Software support specialist or a combination of all of these options.

Level 3 technical support is covered under a support contract. If you are interested in Level 3 support, contact us through the Support Ticket system.

OEM products are products that Paradigma Software licenses to another developer who in turn license them to a customer.

Valentina Developer Network developers may license a product to their customers based on the embedded version of Valentina Server. If you are a user of a Valentina Embedded Server product, your contact for support is the developer that licensed you the application.

Registration and Login is Required for Support. Inquiries for customer support or paid technical support require you to register and log in to your account. Registering on this site is free. All paid technical support inquiries use the Open Ticket link.