You deserve a great software product and excellent support. At Softalis, we produce the first and deliver the second. Your product and service satisfaction is our mission. If you have a problem or a question, don't hesitate to contact us. All official product support is in English, however we can also provide support via phone in German, French and Dutch.
We provide three levels of support: Free Technical Support, Paid Technical Ad-hoc Support and Ongoing Annual Maintenance Contract.
Free Technical Support
Softalis provides free technical assistance for the following situations:
Pre-Purchase product information
If at any point, after installing our CellworXs® free trial version, you:
- Are not sure how to install and run the product
- Started working but you got stuck with "something"
- Found a "bug"
- Need help purchasing the product or you need more information about purchasing options, then
Please consult our "contact" page to submit your question.
Post Purchase support
If after purchasing CellworXs®, you:
- Need help with: Installing, activating or running the CellworXs® add-in,
- Found a "bug", then
Please consult our "contact" page to submit your question.
Free Support (any subject)
We provide:
- unlimited free help via mail. So if you have any question regarding CellworXs®, please mail us via our "contact" page.
- Free release upgrades within a major release (e.g. version 2.0 to 2.1).
Important Note: In order to assist you with a problem regarding a specific reporting file we will need a copy of that file. Please attach the file where the problem occurs in our support form (contact page). We guarantee not to make any use of that file and to delete it immediately after we finish helping you.
Paid Technical ad-hoc Support
We also provide paid technical support when it is required. For instance, we can help you to set-up and design dynamic reporting files, organize in-house or Webex trainings for advanced CellworXs® and Excel analysis.
Technical assistance is provided via phone, email, Webex or at your site when arranged.
To get an offer for paid technical support please submit a request via our "contact" page.
Ongoing Annual Maintenance Contract
You can also subscribe to an ongoing annual maintenance contract. The annual maintenance contract entitles you to the following:
- Guaranteed 48-working-hours support response time for all your registered users.
- Free user activation key exchanges in case user "retire" and new users join.
- Proactive notification on CellworXs® release upgrades when they are available for download.
- Discount on major releases: In addition to your user discount scheme you will be entitled to the upgrade price for major CellworXs® releases (e.g. version 2.1 to 3.0).
- Free "follow Excel" upgrades: To assure the quality and functionality of the CellworXs® add-in, the add-in is limited to function in the framework of the CellworXs® license agreement mentioned Excel version. The maintenance contract covers a free upgrade for the supported CellworXs® versions for compatibility to the latest Microsoft Excel version in case we do not combine a major product release in parallel with a new Microsoft Excel version launch. For discontinued version support see below.
Product support notice
ValueMaker 1.7.3b (the prior re-branded version of CellworXs®) will no longer be supported / upgraded for Excel 2007 and beyond.
