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TOBIAS EICHNER IT + CONSULTING 

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Support for our line of commercial software products

Our software works smoothly...

... because during development, our programmers paid attention to every single bit!

If you have questions or encounter problems with our software products and services, we will be happy to help you!

Produktspezifische Ressourcen

The documentation is shipped with the software package (see app's main menu entry "Assistance", for example). In some cases you need a third party program capable of viewing PDF files or an active connection to the Internet.

We have really worked hard to develop intuitive software that is accessible and easy to use. Anyway, please take some time to get familiar with the user interface and feature set. It's really worth doing so. :-)

Personal technical support services

E-mail: support@tobiaseichner.com

Inquiries from customers owning an active license are handled with higher priority. For this reason, please provide us with your key code or username when sending a support request. See menu items "Assistance", "About this software" or take a look at your license certificate.

We will reply to your inquiry as soon as possible - usually within one business day. Promised!

Software and use licenses / Access data

Structure of the license key

  • Key code - an alphanumerical string, divided by hyphens
  • Personal identification data (e.g. name, residence of license owner or registered domain name)

After purchasing a license, you will receive a license certificate containing your individual license key. Once you unlocked the software, your license key is also accessible through its user interface (e.g. see menu item "Assistance").

Validation of the license may require a one-time connection to our server via the Internet. As soon as this procedure completed successfully, you can access all features of the software. It's that simple.

Your software license never expires - it's valid for a lifetime!

Please keep the license certificate in a safe place. It is the only valid proof that the purchased licenses are legitimate. Due to privacy and security reasons, lost license certificates cannot be replaced!

Access data for subscriptions

  • Username - an alphanumerical string
  • Password (as set by yourself during the registration, may contain special characters)
  • E-mail address or phone number (required for recovering lost passwords)

After purchasing a subscription, you will receive the access data either directly with the invoice or you can specify it yourself during the initial registration.

Under any circumstances, don't share your password with third parties, but keep it in a safe place. Our customer service will never ask you for your password and is not able to recover it.

Help our customer service to serve you better!

In order to answer incoming technical inquiries efficiently, please send the following information with your request:

  • Name of the software product, installed release, key code or username (priority support for customers owning an active license)
  • Operating system and computer platform / web browser
  • Description of the problem (including all steps and conditions that could have caused the error)
  • Optional: Excerpt from the software's log file, copy of configuration files, screenshots

Digitally signed software and you...

Our software is digitally signed to ensure that you are receiving a genuine product, even if you have obtained the package from a third party site or distributor.

Most operating systems provide built-in features to verify digital signatures. In our case, a valid digital signature contains either our full company name or the name of our managing director, Mr. Tobias Eichner.

Unfortunately, not all operating systems are recognizing digital signatures in a reliable way (for various reasons, see "On our own behalf"). In such a case, it is required that you manually approve execution of our software on your computer upon the very first start.

If our software cannot be executed on your computer, please follow these steps...

Microsoft Windows: If a notification dialog appears that the software could not be recognized, please click on "More info..." and press the appropriate button to continue running the software (often labelled "Run anyway...").

Apple Mac: If a notification dialog appears that the software comes from an unidentified developer, just close it. Now, please hold down the CTRL key while clicking the software's icon again and select "Open" from the context menu.

On our own behalf

As an independent software development studio, we are commited to an open software market with fair competitive conditions, not bypassed by some global software companies just promoting their own interests.

Digitally signed software is basically a good approach. However, some operating system vendors are trying to build technical barriers and violating best practices in software distribution to tap another source of income (e.g. allowing distribution of software through their own app stores only, forcing developers to buy expensive proprietary code signing certificates or to force them into tight agreements, just to name three).

Participating on such business models would involve high costs, which are finally paid by the user - you. And all this without a recognizable advantage or increase in security. We are refusing to do so, also in your interest!

Do you want more information about this topic? Our customer service is here to answer any of your questions.

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