Our Support Policy

We believe in building effective and reliable software, and our support policies help us to meet this goal. To provide the best support possible, the scope of our customer support is limited therefore to the software's function and its performance as advertised. Furthermore, the scope of support may be further limited by the bounds of the active support service in place for your implementation. For more information on our support services, visit http://www.doriansoft.com/sales/supportservices.htm.

Several of our support services as well as documents in our Knowledge Base and Support Library do make certain recommendations concerning databases and network configuration and how they relate to our software providing the best performance. This is information based on our own testing and past experience with other customers. However, such suggestions should not be accepted as a final answer or as the only possible solution. Every network and every implementation of our software is different and demands different approaches to maximizing our software's performance.

For questions and support that go beyond our software's performance, beyond the active support service plan you have in place, and into the specifics of network configuration and/or database administration, we are able only to assist in two ways:

1) We may suggest that you seek answers from the manufacturers of software or hardware that play a more direct role in your concerns

2) We may encourage you to seek the assistance of other knowledgeable professionals within your organization or that of a consultant specializing in the specific area of concern.

Some areas that are considered outside of our accepted support responsibilities include, but are not limited to:

1) Troubleshooting database security, such as ODBC logon failures related to incorrect passwords or incorrect security settings on the database server.

2) Advanced database optimization tips, such as advanced indexing strategies, constructing views, and managing record locking.

3.) Database maintenance tasks, such as tape backup scripts, automated pruning of data, disk partitioning techniques, and database service pack application.

If a question or concern is determined to be outside of our support responsibilities, we will, if possible, offer the contact information of an organization that has already proven helpful in that area. In such a situation, we will direct you to a separate business entity that is affiliated with Dorian Software Creations, Inc. in no way beyond the fact that they may have experience with our software and possible solutions for customers implementing our software. Otherwise, we are in no way responsible for their actions or recommendations and only suggest their assistance in order to better serve our customers.