Here at RemObjects Software, we take great pride in creating products that let you, in turn, build successful software solutions for your company or your clients. That entails not only delivering quality frameworks and tools, but also helping you use them and get the most out of them, and being there for you if you run into problems.
This section of our website is dedicated to the various options we can offer for obtaining Support for your RemObjects Software products — whether you are a licensed user or just started exploring one of our trial editions or free products.
We offer support for our products primarily through RemObjects Connect, our new web based support and community site. RemObjects Connect is a stackoverflow-like forum that enables us to target a high number of requests in the shortest amount of time, while allowing customers to benefit from answers given to others and encouraging customers, TeamRO and enthusiasts to communicate among themselves, as well.
More detailed information regarding the RemObjects Connect site, how to access and use it, as well as some important guidelines can be found here.
You can visit the RemObjects Connect portal directly by going to connect.remobjects.com.
In addition to using our communty site, you can also send an email to support@remobjects.com, but please be aware that response time for emails is typically longer than for RemObjects Connect. We recommend to keep email support to cases where you need to ask questions in private or provide confidential information such as website usernames or send in your code to help us reproduce problems.
Email support will be tracked by our support robot “Marvin” and our bug tracking system. Within a few minutes of sending an email to support@remobjects.com, you will receive an automated response with a tracking ID in the subject line. Please keep this ID in place for all future communication and follow-ups on the same support request.
Please also note that our support robot applies spam filtering, so messages that rate too high on our spam metric will be discarded. This has not been a problem in the past, but if you do not get a response from the support robot within 30 minutes, try simplifying your email (for example by avoiding HTML and attachments). It also helps bypassing our spam checking if you send from the email address you have on record with us. If you do not have an account for this website yet, for example because you are using a trial version, you can sign up for one now.
If you purchased a copy of Embarcadero Prism XE2 or later (a.k.a. Oxygene for .NET) directlty from Embaracdero or one their other resellers, or if you obtained Prism as part of RAD Studio XE2 or later, you can register your product serial number with RemObjects Software to obtain support.
Registering your serial will give you full support, free updates, beta program access and more, directly from us.
In addition to the free Basic Support laid out above, we also offer paid Premium Support for customers who need faster guaranteed turnaround times, more dedicated hands-on help, or otherwise have special support needs. For more details on Premium Support, please check here, or contact sales@remobjects.com.
Should you have any additional questions regarding our Support program, please email us at support@remobjects.com.
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