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eZedia Policies
Support Policy
If you have to ponder anything, it should be the universe, not your software. We do our best at eZedia to provide you with a variety of support options to resolve your questions and issues as quickly as possible.
Our assistance includes helping you understand:
- the documented features of our applications
- how these features can be used
- how to troubleshoot unexpected behavior encountered while using these features
Our role in assisting you with the development of your project extends to helping you understand how the products work - not directly implementing these product features in your project.
Supported Products and Versions
The latest shipping version and one previous version of eZedia products are eligible for support. For example, if the latest shipping version of eZediaMX is eZediaMX 3.1, support would be available only for eZediaMX 3.0 and later versions.
Registration
Please ensure that your eZedia product is registered. If you purchased directly from eZedia via an Account Manager or purchased via digital download at the eZedia Online Store you will be automatically registered. If not, please ensure you register at time of installation at http://www.ezedia.com/register/.
Online Support
The following support resources are offered completely free of charge:
Showcase
Whether you need a little inspiration or just want to see how to build your own project, showcase files are just the answer! Download the projects to see how they've been built.
http://www.ezedia.com/support/resources/showcase/
FREE
Tutorials
eZedia's Tutorials provide detailed instructions on features and functions including procedures and how to's.
http://www.ezedia.com/support/resources/tutorials/
FREE
Show Me
Sit back, relax and watch an eZedia Show Me!
http://www.ezedia.com/support/training/show_me/
FREE
Volume Support Plans
eZedia will design a support package for your school, company, or organization.
Volume Support
Provides unlimited toll free telephone and e-mail support to your company, school or organization for 1 year from the date the plan is purchased. This is based on volume licensing purchasing.
Please contact an eZedia Account Manager for a quote.
 sales@ezedia.com
Purchase eZedia Support
eZedia Support may be purchased from the eZedia Online Store or from an eZedia Account Manager.
Purchase via:
eZedia Account Manager
sales@ezedia.com
eZedia Online Store
eZedia Online Store
Registered eZedia Product Support
If you have registered an eZedia product or if you have purchased an eZedia Support Plan, you will have been mailed or e-mailed eZedia Support
contact information.
eZedia Support Availability Hours
Monday - Friday, 8 am - 5 pm EST, excluding statutory holidays
Response Time
3 hours during availability hours.
What is my time zone?
Before contacting eZedia Support, please have the following information at hand:
• Serial Number
• Name
• E-mail
• Phone
• Company/School
• Operating System
• Product
• Version
• Installer
• Question / problem
• Description of problem or steps which lead to the problem
• Can the problem be repeated?
General Inquiries
For all general inquiries, please fill in the eZedia Contact Form.
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