Support
Purchase Support
With every License purchased, you get 60 days of customer support. Support subscriptions are purchased separately and are renewed annually or when the support expires. You can purchase up to 3 years of support at a time with discounts for future years. If you let your support expire, you need to bring your support up-to-date when you renew.
We will be letting you know in advance by email that your support subscription is expiring. This means that you need to let us know if this email changes by using the Update Registration service to the left.
Use Support
Our web system knows when you are under support. Knowing your serial number is important in order to allow you access to our web based support. For most customers, this is enough since you have direct access to a wide variety of support including our web site, download areas, support documents and email. Telephone support hours are currently 7 AM to 3 PM PST, Monday through Friday, excluding Federal Holidays. Outside of those hours, leave a message and we will get back to you.
How we support you after you buy
Tracking the changes in the NIH forms and expanding our capabilities in Electronic Submission are some our most important technical challenges. We constantly improve our product. You get the greatest benefits of your support subscription when you get new capabilities, and new ways to submit. Your support subscription is particularly important now that the rules and the technologies are changing rapidly.