Support and Maintenance

How can we help you?

12 Months Included

New Perpetual licenses automatically include 12 month’s Support & Maintenance at no extra cost.
For Subscription licenses, Support and Maintenance is included within the Subscription price.
This includes Support by email, phone or remote session and free upgrades.

Renewing Support

New Perpetual licenses automatically include 12 month’s Support & Maintenance at no extra cost.
For Subscription licenses, Support and Maintenance is included within the Subscription price.
This includes Support by email, phone or remote session and free upgrades.

Email

We aim to respond to email support requests within ½ a business day – usually we respond much more quickly than that. Email support@aquaforest.com with any support query.

Remote Sessions

A remote session is often the quickest way to diagnose and resolve any problems or just to get the product configured and up and running. Request a remote session via support@aquaforest.com

Configuration

Usually the default configuration settings are fine but our team will be pleased to advise on settings related to OCR Accuracy, Error Management, In-Place processing and other issues.

Phone Support

If you prefer to speak directly with our team call us on +44 (0)1296 768 727 or ask for a call via support@aquaforest.com with any support query.

Cookbooks

Some of the most commonly asked questions and use case scenarios are described in our cookbooks :

Video Tutorials

Short videos are available to give you an idea of how our software works:

Code Samples

Sample code is included with our SDKs as well as online and in the cookbooks. If what you need isn’t there let us know and we will try to help.

Aquaforest Blog

The Aquaforest Blog has many informative articles with tips, tricks and advice on how to get the best out of our products.

Historical Versions

If for any reason you need to download an older version of one of our products or review the release notes or documentation. No problem, a full history is available.

Estimating Throughput

Estimating how long your backlog of 500,000 documents may take to convert isn’t easy. Let us know the types of documents, number of pages and available hardware and we can provide an estimate. A useful blog article is also available.

SMC Certificate

Licensed customers receive an official Support & Maintenance Cover (SMC) Certificate that details the specific benefits available.
A sample certificate is available here

Performance

Our team is able to offer advice on the best product configuration and hardware to achieve your performance goals. Just let us know what your throughput requirements are and we will help.

Troubleshooting

If you encounter an error with your product, please take a look over our trouble shooting guide for steps to resolve your issue.

Searchlight Troubleshooting Guide