Global Support Policy

Corel is committed to providing you with the support you need to make the most of your software experience. In addition to tutorials, Tips & Tricks, and integrated Help files within our products, we also provide you with access to 24/7 online help through Corel's comprehensive Knowledgebase and Web-based forums.

In situations where customers have unique issues that require the involvement of a Corel Customer Support Agent, we offer both live chat and email submission options for most languages and international locations. We also offer the convenience of pre-paid Priority Technical Support for those who prefer to deal directly over the phone with a Technical Support Agent.

Corel continues to make enhancements to our programs to ensure that we provide the levels of support our customers demand. Learn more about the range of options that are available to Corel customers:

Customer Service

If you need assistance with general product information and availability, or questions about purchases, Corel Customer Service can help you.

Technical Support

Corel provides technical support services to registered  customers who own a supported product which has the latest patches and updates installed. Levels of available support:

1. Free Warranty Service for 90 Days: available to customers who have purchased and/or registered their product within 90 days of their product inquiry. This service covers free support for a one-time installation or activation issue.
2. Priority Ticket: paid service covers support for any question.
3. Paid Express Service: available to customers who own a Priority Ticket.
1. Priority Ticket: offers one-time support for any question. Customer is provided with an exclusive, unpublished priority support telephone number or the question may be submitted via our online portal.
4. Outside of Warranty without Paid Express Service: customer has access to our extensive Knowledgebase to search for answers to frequently asked questions or they may submit their question to our online portal.

Free Warranty Technical Support is not available to customers who have received their software as part of a bundle deal (known as an OEM version) or as a Not For Resale (NFR) product. Customers with OEM and NFR products may receive Technical Support through our online self-service tools which include a comprehensive Knowledgebase or User Communities and Forums.

Products supported are limited to the current and previous version only, with some exceptions for specific legacy or phased-out products. For more information on supported products, click here.

Customer Service Phone lines may be provided toll-free in some locations. However, not all countries provide toll-free numbers. Customers may be required to place calls through local, national or international rate numbers.

Customers can expect a maximum allowable call duration of around 15 minutes for a support case, and will be advised when they are nearing a call duration that will require additional payment.

For email inquiries directed to Technical Support that are outside the definition of basic installation, customers will be asked to call in and pay for a Priority Ticket as indicated above. Service level on email response ranges from 2-48 business hours, depending on the level of support the customer owns.

Corel provides support services for licensed software, limited to documented features and supported system environments, unless specifically excepted. Supported system environments will be the system requirements as detailed for each product. If the problem cannot be replicated in a supported system environment, Corel has no obligation to attempt to resolve the problem.

Support Glossary

Case
Corel defines a single support case as an issue that focuses on one aspect of the product, e.g., use of a specific documented feature of the product, or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support case. A single support case may involve multiple phone calls, email correspondence and offline research. Corel Support Agents are responsible for determining what characterizes a support case. At the discretion of the Support Agent, customers are eligible for a refund on single case charges for product defects and documentation errors.

Documentation Error
Corel defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Such documentation includes user manuals, Release notes, README files and Corel product support site document.

Installation
Corel defines installation as the process in which the product installation program is extracted from a CD, DVD, downloaded executable or network drive, onto a single computer's hard drive, and the setup program is run to completion in accordance with the authorized installation instructions. A completed installation is determined by the successful first run of the application. Standard installation does not include network installations or silent installs to a network environment.

Product Defect
Corel defines a product defect as a technical aspect or functionality of a product that does not execute and deliver results as documented in the supplied product documentation. Unexpected behavior that can be isolated to a user's specific configuration or environment does not constitute a product defect. Corel Technical Support may provide troubleshooting suggestions for unexpected behavior in these cases; however, Corel is not responsible for the resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and has been confirmed by a Corel Support Agent in a supported system environment.

Resolution of Issue
Once an issue is accepted as being within the expertise of Technical Support (as described at the top of this page), resolution of a Technical Support issue will be defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue
• Providing a reasonable work-around to the issue
• Determination by Corel that the issue is a product enhancement request and forwarding the request to Product Management for future consideration
• Escalation of the case/product defect by Technical Support to the Engineering department for review

Corel Technical Support cannot guarantee resolution for every issue, but the agent will make every reasonable effort to do so.