Cooperstock Software recommends three ways to get support for DONATION:
When you inform us of problems or have questions, we have the following policies, in order to optimize the use of our resources and give you the most efficient and effective support:
Some users have not been satisfied with our policy of almost always doing support by email, and want an option of phone and/or remote control support, at your request.
To satisfy those users, as long as your paid support is up-to-date, you have the option of paying a per-incident fee of $25, in advance online, for phone support (or remote control support, if it seems to us that will be more helpful than phone). One incident means one issue or question. Such support will not include us reading extensive contents of Help pages or web pages to you, but can certainly include discussing aspects of such pages that you have read but still do not understand. Details of how to pay this fee online are on the Payment page.
If you email us and receive no reply within a day, please phone us to follow up, at (416) 423-7722. Most emails will be answered much sooner.
In rare cases, we may offer to solve complex problems by remote controlling your computer, with your permission and participation. In those cases, we use a program from Techinline to do so.
Please report any bugs you find in DONATION, and feel free to request feature enhancements.
Your support subscription includes all normal "how to" questions, help with any problems you are having with the program, etc. However, it does not include custom data conversion from other systems. Fortunately, these are almost never necessary because of the flexible importing options in the program, and the built-in conversions from several other programs. It also does not include any work we do for you to develop custom mail-merge receipts or letters, because you are able to do that yourself in the built-in mail merge editor, or via Microsoft Word in unusual cases. If you do need us to perform custom data conversions or custom receipt or letter development for you, or the very unusual other situations that we do not consider to be part of standard support, we will negotiate an hourly charge for our time. (It is extremely rare that anyone needs this.)
Check out software developer Simon Tatham's useful article on bug reporting at www.chiark.greenend.org.uk/~sgtatham/bugs.html. It indicates what sorts of details are helpful when reporting apparent software bugs. The article exhibits a bit of "attitude", but does give good advice overall.