Readerware Support
Readerware is committed to supporting customers and potential customers. Full support is provided during your product evaluation period. If you have any questions about Readerware products or the web site, please do not hesitate to contact us.
At this time Readerware can only offer support via e-mail, there is no telephone support. You will typically receive a response to your e-mail within a few hours or first thing next morning if your e-mail is received overnight, US PT.
The product help should answer most of your questions. This is available from within the product using the Help menu. It is also available online.
The Readerware Tutorials takes you on a guided tour of the most commonly used Readerware features and gets you started cataloging with Readerware products.
The Readerware Knowledge Base has answers to frequently asked questions on installing and running Readerware.
Check for program updates in Readerware preferences. While not essential we do recommend you install the latest version before reporting problems.
If you cannot find an answer to your questions please contact support@readerware.com. We will respond to your question as soon as possible.
Readerware now has remote support available, we can connect to your system and perform some functions for you. For example we could resolve installation problems for you and get Readerware installed. Normally Readerware Support will suggest remote support when it is a viable option. You can also request remote support, please contact support@readerware.com.
If you need your registration information resent, please contact support@readerware.com.
Important
All support e-mail is answered within 12 hours maximum, if you don't get a response within that time, check your anti-spam measures and try again.
There is nothing more important than answering your questions. You will receive a reply within 12 hours, normally a lot sooner. Unfortunately e-mail communications are not as reliable as they once were. Spam and the various schemes people have dreamed up to combat spam are interfering with normal e-mail communications.
If you have not received a response to your support request within 12 hours, something has gone wrong:
- Check your bulk mail folder and any spam or message filters, the response may be there
- Check with your ISP or system administrator. Sites are implementing various defense mechanisms which often block legitimate e-mail
- If you are using a challenge system, please check to see if your response is being held. We do try and respond to challenge e-mail, but it can mean your response is delayed
- Add support@readerware.com to your address book, this can help ensure delivery
If you have not received a response within 12 hours, don't wait any longer, send a follow up e-mail. If possible try and include an alternate e-mail address. We will re-send your answer from another e-mail server to all addresses you specify.