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Support Policies



Demo Support

Demo users of Blue Crystal products are entitled to Demo Support, which includes:

  • Access to the FAQ's on the site. We recommended this as the first place to look for answers.
  • No-charge technical support for demo users is available via phone, our web support program (email or support form) or fax. Included is help for questions regarding installation problems, product usage issues or support of error messages.


Standard Support (Included with purchase)

Registered users of Blue Crystal Software products with valid licenses are entitled to Standard Support which includes:

  • Access to the FAQ's on the site. We recommended this as the first place to look for answers.
  • No-charge direct technical support for one year from the date of purchase for the specific licensed copy of the product purchased for the standard version. Note: Support for all Lite versions is email only. Included in support for the standard version is help for questions regarding installation problems, product usage issues or explanation of error messages. Support beyond one year via e-mail or fax continues free of charge. Blue Crystal Software Technical Support is available via telephone from 9 a.m. to 5 p.m. EST, Monday through Friday, except holidays. The telephone number for Blue Crystal Software Support is (610) 837-0200. The fax number is (610) 837-4340. After hours support is available for emergencies only.
  • Access to the Discussion Forum, an online discussion area that allows you to share problems and ideas with other Blue Crystal Software users. (Blue Crystal Software does NOT support these forums directly. They are peer-to-peer with occasional input by Blue Crystal Software Corporation management.)
  • Service releases available from the Blue Crystal Software Support Center Web site.

For answers to questions that fall outside of the Technical Support realm as indicated above, such as network setup or general computer questions, including all non-product related questions, contact the Blue Crystal Software Product Support Team for customized, affordable answers to your questions.





Per-Incident Support

Per-Incident Support is available to customers outside the one year initial support period who are not enrolled in a current support program that includes the product under inquiry. The cost is $49 per incident. This charge will be billed to your American Express, MasterCard, Visa or Discover charge card. Quantity Incident Pack pricing, offering substantial savings, is available in unit multiples of five (5) or ten (10).

Note: Per-Incident Support should be purchased prior to contacting Blue Crystal Software's Technical Support group.


Per-Incident Support Features Include:

  • Support via telephone for a single question or support issue.
  • Access to a Blue Crystal Software Technical Support Engineer.
  • A support incident includes answers to questions regarding installation problems, product usage issues or explanation of error messages.

Note: No charge will be incurred if the incident reported is due to a verifiable bug in Blue Crystal Software's software.


Per-Incident Quantity Pack Pricing



Quantity Price Cost/Incident Savings*

5 Incidents $219.00 $43.80 10%

10 Incidents $416.50 $41.65 15%


* Savings calculated based on the single incident price of $49.





Support Subscription Service (Annual)

The paid Support Subscription Service includes the following:

  • Any new features introduced during the year as part of the product covered under the Subscription Service at no charge, downloadable from the Product Support Center.
  • Any new versions (chargeable upgrades) of the included products released during the subscription period at no charge.
  • Priority e-mail support (e-mails picked up all day, every business day, guaranteed response within two hours of pick-up) during your support subscription period at no charge.
  • Priority telephone support during your support subscription period.