Here at Golden Software, LLC, our mission is to help every scientist and engineer communicate complex ideas by transforming their data into easily understandable forms. Each of our products is designed around simplicity and control, backed by our legendary customer success team.
The Golden Software support policy clarifies the level of support we can offer over time so that we can continue to provide the high quality software and technical support you value for years to come.
We stand by the quality of our products and are consistently introducing new features, improvements, and fixes with each update. The latest versions of our software will always be the most secure and up to date.
As a user of the current version, you will appreciate having fully supported software as well as priority support from our legendary team of software experts. Priority support entitles you to scheduled support via Zoom as well as support via telephone, chat, or email. Contact us with a problem you’re trying to solve and we’ll work with you to find the best solution as quickly a possible.
Keeping your software subscription or software maintenance active will ensure you continue to receive the best software and service we can offer.
While we would of course love for everyone to always have the latest release, we understand that time, budgets and bureaucracy sometimes slow things down. We therefore offer standard support to software versions that are less than 3 years old. We do not update these versions unless we deem an emergency fix is required to ensure continued software install and licensing operability.
As a user of a previous version, your needs are met with your software as is but you still appreciate support from time to time. With standard support you are welcome to email or chat our team with questions and we’ll work with you to find a solution. It may take some extra time for our team to find solutions in previous versions if the functionality has been improved in a more recent release.
Should you wish to regain full support, simply renew your software maintenance.
We do not offer any software support or operational guarantees for software more than 3 years old. It is entirely possible that your software will continue to function for years to come. We are simply unable to promise updates if something should happen.
We still want you to succeed and find value in our software so if you do encounter a problem or have a question about the software you are still welcome to contact our support team via email.