Current Version E-mail Support is Free
All support by e-mail of all current version trial and purchased software is free of charge. There is no guarantee of email support for any CyberMatrix free software (freeware) though any bugs will eventually be fixed.
In your mail please specify:
- Which operating system you are using, i.e. Windows 7, 8, 10 etc.
- Software name and version/build (see the Help | About screen) .
- Description of the problem (include complete details on how we can reproduce the problem).
The response time of e-mail support varies by the seriousness of the issue. Very serious issues are usually responded to within minutes. Non-serious issues can take up to two business days for responses.
Call toll free in the U.S. and Canada for phone support at: 1-888-664-0383. Our office hours are Monday to Friday, 8 AM to 5 PM PST. We do not provide free phone support for any of our freeware products or for older software versions.
Yearly Support Contracts
As of February 1, 2014, all customers using older software versions must either purchase a yearly support contract for $100 or upgrade to the latest version at a 50% discount off list price to continue receiving email and phone support.
For example, if you have version 1.99 and we just released version 2.00 you must purchase a support contract to continue receiving technical support. If you purchased a license for version 1.00 and we just release version 1.99, you do not require a support contract until version 2 is released.
24 Hour Paid Emergency Support
You may call (250)503-1009 for pay as you go emergency calls 24 hours a day, 7 days a week. Each emergency support incident is subject to a $25 (US) charge. Emergency phone support may be paid for by any major credit card (Visa, Mastercard, Discover or American Express), Purchase Order or prepaid by check or money order.
We can help you with tricky problems by using the free uVNC software to temporarily take control of your machine. To start, download and install the last uVNC server listed here: click here. (Be very careful to click on the #1 download link at the bottom not the Green button.) Then call or email us with your connection details so we can start a remote session with you.
Paid Remote Support
You can hire us by the hour to remotely install software, setup databases and perform maintenance. The hourly rate is $75 with a 20 minute minimum. More
We welcome all your requests for new features in our products. All requests will be put on a ToDo list. If you need a new feature added in a hurry you can pay to have it added immediately. Contact us at 1-888-664-0383 for a quote.
Important Note - Sometimes due to Internet disruptions or problem spam filters, we may not receive your e-mail or you may not receive our e-mail response. If you have not received a response within 2 business days, call our support line.