From the very first days of GroupDocs, we knew that just giving our customers good products would not be enough. We also needed to deliver good service. We are developers ourselves and understand how frustrating it is when a technical issue or a quirk in the software stops you from doing what you need to do. We're here to solve problems, not create them.
This is why we offer free support. Anyone who uses our products, whether they have bought them or are using an evaluation, deserves our full attention and respect.
To give our customers the best possible support service, all GroupDocs support plans offer the following benefits:
Not sure that free support meets your needs? Find out more about our other support options.
Free support is available for all license types, irrespective of whether you have a subscription or not. However, please note that we only develop hotfixes for the current version of the software and that if you do not have a subscription you are not entitled to software updates. Read the FAQ for further information.
Free support is free of charge. We do offer paid support for companies that need a bit more attention, want an agreed service level, or need to know what is on our roadmap. But our basic support is and will remain free.
All support is subject to fair usage - all our users are equal. Attempts to jump ahead in the queue are discouraged.
All support is managed through the support forums. Any attempts to "fast track" your support request (for example by calling our Sales telephone lines or emailing a GroupDocs team member) will only slow your request down. By using our forums you are in direct contact with the developers who deal with your issues.
We make no promises about when we will be able to get back to you or when we will have a solution or answer to your question, but we pride ourselves on being reactive. We work hard to respond to our customers as quickly as possible.
No estimations on when a fix can or will be delivered will be given at any point. If an estimated date is supplied, then this cannot be guaranteed and should not be relied upon for internal planning.
Hotfixes and new features, when they are the outcome of a request, are only built on the current version of a product. You get free support without a subscription but not software updates.
Free support has worked well for us for many years, so it is unlikely that we will change it, but we maintain the right to do so at any time, without notice.
To use the support forums, you need to have an account (you can use a single account to download a trial, access our Cloud apps/APIs, buy a product and participate in the forum). If you do not have a GroupDocs account yet, please feel free to create one here.
The account gives you access to the support forums where you can ask questions. The forums are organized by product groups and include additional strands for reporting website issues and request new features or products.