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 24x7 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 email and telephone support options for most languages and international locations. We also offer the convenience of pre-paid support for those who prefer to deal directly 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, basic non-troubleshooting issues regarding the installation or activation process, or questions about purchases, Corel Customer Service can help you.
Technical Support
Free telephone, live chat and email support is limited to installation support, covering technical issues relating to product installation and getting started with your Corel product. Corel provides support services to registered customers only, and requires that customers have the latest patches and updates installed.
Products supported are limited to the current and previous versions only, with some exceptions for specific legacy or phased out products. Corporate customers with Premium Support contracts may receive support for legacy versions of their products (currently available in North America only). For more information on supported products, click here.
Free 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, or if the software is defined as Academic/Education. Fee-based incident support is available for these customers. Customers with OEM, NFR and Academic/Education products may receive Technical Support through our online self-service tools only, which include a comprehensive Knowledgebase, User Communities and Forums. There may be some exceptions to this for certain Corel OEM agreements, which are indicated in the product documentation.
Paid support incidents or plans provide additional entitlements, including an increased number of incidents, reduced response times, support for basic usage questions and troubleshooting unexpected behavior.
Premium Technical Support is available to customers with more involved usage, deployment and troubleshooting questions through Maintenance, or by separate purchase of a support plan. An unpublished toll-free number will be provided only to customers who have a Premium Support contract. Please note: Premium Support is not available in all countries.
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 incident, 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 support incident as indicated above. Service level on email response is 1-3 business days.
Global Customer Support Policy
This Policy describes the services available to customers who are eligible for support (as outlined on this page), who are using licensed Corel software in a supported configuration. This applies to all licensed Corel software obtained directly or by renewal of an existing licensing agreement. Support agreements already in effect as of October 16, 2009 will remain in effect under the existing terms until renewal. This Policy is effective as of October 16, 2009.
Our primary focus is to enable our products to function effectively by providing tools, resources, technical assistance and customer service.
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.
Customer assistance may be provided via online services, email or telephone.
Support Glossary
Incident
Corel defines a single support incident 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 incident. A single support incident may involve multiple phone calls, email correspondence and offline research. Corel support consultants are responsible for determining what characterizes a support incident. Customers are eligible for a refund on single incident charges for product defects and documentation errors.
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 consultant in a supported system environment.
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, diskette, 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.
Resolution of Issue
Once an issue is accepted as being within the extent 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 incident/product defect by Technical Support to the Engineering department for review
Corel Technical Support will make reasonable efforts to resolve the issue but cannot guarantee that every issue will be resolved.
Corel reserves the right to change the terms and conditions of its support offering anytime, from time to time and without notice.