* - E-mail or web Help Request query quantity from one customer (person or organization) be processed for 24 hours.
** - Bug-report with problem description, detailed instruction on how to reproduce it and test project, if needed.
*** - Time interval to initiate investigation of a reported incident and to contact back with results (either bug acknowledgement and an estimated time to fix it, or a request for more details, or a report why we do not accept it as an incident).
**** - You should ask on-line help request for not less than 24 hours before the time you like to get an answer. On-line help is available by Skype for the following time intervals (GMT): 6:00AM…10:00AM, 3:00PM…7:00PM.
***** - You must create test project that reproduces the error yourself to enable our support team to help you in resolving the issue.
****** - New feature not requires to change database format and needs not more than 8 man-hours to be implemented.
The Delphi, Kylix and C++ Builders components are special products.
Now we have an opportunity to help each registered user by
hot line. We answer any questions and give some recommendations
on more sophisticated use of our products' features.
Typically we answer messages for 1 business day, but depending on
singularity and difficulty of your question it may take a bit longer. You can affect
our products' modification and development by e-mailing us about your needs.
Even if you are not a registered user, you may send
us your offers on improving the existing functions of our products. All
your wishes will be considered and may be taken into account while creating
new versions of our products.
Our Standard Support options include Free and Premium support and
are described in the table above.
To satisfy as much more people as we can, we offer Free support option.
Nevertheless, we try to help in every case in reality,
despite of we can not be a personal consultant for each our customer.
To speed up your development, we offer paid Premium Support in 4 different levels:
Enterprise, Team8, Team4 and Pro.
Despite of the version of the product you have,
you can buy any Premium Support option you need.
We have a great number of customers who used our products, so
the Standard Support options (Free and Premium) have some limitations:
- all incidents are processing dayly in the order they received with the following priority:
Enterprise - first, Team8 and Team4 - next, Pro - after them, then Free - last;
- the bug you reported will be fixed in accordance of the priority we set for it;
- new feature you suggested will be added (or not) in according with our development plans.
For better satisfying your needs, we offer Custom Support option.
The money it costs depends on the product you have, problems you faced, your additional needs,
and the time we spend to service you.
If you need anything that exceeding any limitation(s) above, just contact our
and we'll calculate the price it costs.
Also, we are glad to offer Custom Development to design and implement a code
for your tasks. Please, contact our
to discuss your needs and solutions.
Support terms and conditions may change any time by means of announcing such a change at our Web
site. Please, subscribe to our news.
AidAim support has been tremendous. The help given on a difficult project
has given me high respect for the work they do. The quality and dedication
to make sure my project was the fastest and most stable has meant a lot to
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