Technical Support

AddonSoftware offers a new infrastructure to provide application technical support for all versions of AddonSoftware. Our experienced technical support team looks forward to assisting you with your application questions.

Support Requests

Contact options

Phone - 505.750.1411 [1]
E-mail - support@addonsoftware.com [2]

Information to include in your e-mail or telephone message:

BASIS serial Number(s)
Revision level for both BASIS and AddonSoftware
Contact informatioin including your name, your company, and a telephone or return email address
Detailed description of the incident

Response - AddonSoftware will respond inside of one business day

Hours - Monday through Friday, 8:00AM to 5:00PM (MT) - except for BASIS company holidays [3]

Support Cost

Customers with Software Asset Management (SAM) plan coverage on their BASIS and AddonSoftware licenses pay no additional cost for support
If the customer has no SAM coverage on-
1. An AddonSoftware license, then application technical support is available for $200 per incident (non-discountable)
2. Either the BASIS or the AddonSoftware license, then application, interpreter, and license technical support is available for $100 per incident (non-discountable)

Tracking System

Requests are entered into the Technical Support Call Tracking System and assigned an identification number
AddonSoftware Technical Support follows all call tracking system entries through to final resolution