Free Support
Since we are developers ourselves, we understand how frustrating it is when a technical issue or software quirk stops you from doing what you need to do. We’re here to solve problems, not create them.
That’s why we offer free support. Anyone using our product—whether they’ve purchased a license or are evaluating it—deserves our full attention and respect.
Free Support Benefits
To provide all customers with the best possible support experience, all GroupDocs support plans include the following benefits:
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Community-driven assistance – Be part of a community and learn from others’ questions and experiences. Our support is managed through the support forum, where you can search to see if someone has already asked your question and benefit from the answers.
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Help from the experts – Our support forum is managed by our support and product developers. No one knows more about the products than they do. By connecting you directly with them, we ensure they fully understand how you use the product—and can improve it based on your feedback.
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Equal treatment for all – Our support operates on a “first come, first served” basis. Questions are answered in the order they are received. We do not prioritize based on who asked the question or how complex it is.
Availability
Free support is available for all license types, whether you have a subscription or not. Note that we only develop hotfixes for the current version of the software. If you do not have a subscription, you are not entitled to software updates.
Pricing
Free support is provided at no cost. We also offer paid support for companies that require more dedicated attention, a guaranteed service level, or insight into our roadmap. However, our basic support is—and will remain—free.
Conditions
All support is subject to fair usage; all users are treated equally. Attempts to skip the support queue are discouraged.
Support is managed exclusively through the support forum. Attempts to “fast-track” your request (e.g., by calling our sales lines or emailing a GroupDocs team member) will not expedite a response. By using the forum, you are in direct contact with the developers handling your issues.
We make no guarantees about when we will respond or provide a solution, but we pride ourselves on being proactive and strive to respond as quickly as possible.
We do not provide time estimates for when a fix will be delivered. If a timeframe is given, it is not guaranteed and should not be used for internal planning.
Hotfixes and new features resulting from support requests are only implemented in the current version of the product. While free support is available without a subscription, software updates are not.
Free support has worked well for us for many years, and while we have no plans to change it, we reserve the right to do so at any time without notice.
Using the Forum
To use the support forum, you need to have an account. You also need an account to download a trial or purchase a product. If you do not have one already, create an account using the “Login” button in the site header.
The account gives you access to the support forum where you can ask questions. The forum is organized by product category, with separate sections for reporting website issues and submitting feature or product requests.