Golden Software Support Policy
Our legendary Technical Support team is here to help all active maintenance subscribers with your data visualization needs! Contact us via phone, chat, or email.
How do I access technical support?
- Verify Your Coverage: Live technical support (phone, chat, and email) is available exclusively to users with an active software maintenance plan or subscription. Not sure of your status? Learn How do I know if I have ‘active maintenance’?
- Have Your Details Ready: Please have your support code or product key handy so our team can quickly verify your active status. You can view our guides to Locate your support code for Surfer and Grapher or Identify and locate your product key.
- Get In Touch: If your maintenance is active, contact us directly via phone, chat, or email. If your maintenance has expired, consider renewing your coverage. Review how to renew your software maintenance or software subscription, or contact our sales team to renew your coverage and restore technical support access.
What’s included?
- Installing, updating, and licensing Golden Software products on devices that meet our installation system requirements.
- Guidance on documented solutions and workflows to help you achieve your desired results.
- Troubleshooting error messages, crashes, and unexpected behavior.
- Questions relating to software functionality, administration, and security.
- Automation assistance with code samples and debugging support using our native scripting language and app, available via email.
What’s not included?
- Installation and licensing of Golden Software products on unsupported/outdated operating systems (Mac, Linux, Windows 8, etc.) or software deployment services.
- Support for retired products or outdated versions of our software.
- Consultation and custom data analysis, tool creation, or scripting.
- Issues related to third party products not built by Golden Software, including automation support in non-native languages (Python, C++, etc.).
Windows Compatibility Notice
Golden Software products are designed for forward-compatibility with newer Windows and Windows Server releases. However, legacy versions older than three years and retired products are not maintained and may encounter stability or compatibility issues as operating systems evolve.
For the most reliable functionality, performance, and security, we always recommend running the most recent versions of Surfer and Grapher.
Frequently Asked Questions
We try our best to respond to all technical support requests in less than one business day.
We understand companies can require complex software validation tests before installing new releases. Please contact our technical support team to discuss your situation and we will make a recommendation for the best path forward.
Having active software maintenance entitles you to technical support. The easiest way to check the status of your software maintenance is to open your software and click File | License Info. The License Information dialog will tell you if your maintenance is active or expired in the top grey bar.
See the article How do I know if I have ‘active maintenance’? for more detailed instructions and additional options.
TESTIMONIALS
Hear what other scientists & engineers have to say!
Golden Software is like a close family. Your team is always ready to answer questions, to solve problems, your products are of fine quality, low prices for updates.
Thierry Hatt
Historical GIS Cartographer Université de Strasbourg, France
We have been Golden Software clients for 35 years and have never been disappointed. For us, it’s the premier data presentation package.
Felicia Bechtel
Senior Geophysical Advisor
I’ve used Surfer for many years. It helps me tell my data’s story which allows me to clearly communicate important information with clients.
Richard Koehler, PhD
PH Founder, Visual Data Analytics, LLC
The wide variety and functionality of the interpolation/extrapolation algorithms, as well as the geostatistical functionality, is simply awesome!
Grant van Heerden, MAIG
Mine Geotechnical Engineer / Engineering Geologist
As an author, I make beautiful maps of the ground surface from LiDAR data. Surfer allows me to tease out subtle features. It is a delight to use and the tools are there, no matter what function I wish to apply.
Peter Hatherly
Geophysicist
Golden Software products are the most intuitive of any software I've ever used.
Anna Klene, PhD
Professor
Surfer is the best GIS software I have ever used…better than AutoCAD and ArcGIS … I love it!
Liliana Cecan, PhD, PE
Senior Project Manager
Surfer appears to have been designed by people who really understand what scientists like myself want to do. This allows me to look at data and ask questions without being concerned at the technicalities of how to load, manipulate and map data.
Barry Gardiner
Senior Scientist