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SureSync Support
Expert Support:
Software Pursuits takes great pride in creating easy-to-use and reliable software products. We strive to provide the best possible support to our customers at all times and we want to get your issue resolved as quickly as possible.
Please carefully document any issue that you are experiencing with our products and contact us so we can provide assistance. This should include the full text of any errors whenever possible. A detailed description of the problem often allows us to reproduce the issue in our test environments which enables us to generate fixes faster. SureSync includes a detailed diagnostic trace system to gather troubleshooting information should the need arise.
Software Pursuits Technical Support is available via the phone and our online support form. Please do not hesitate to contact us with any questions or for assistance with a problem you’re encountering.
SureSync Support Links
Getting Started
The following PDF will help familiarize you with our SureSync software. If you need assistance during your evaluation, please Contact Technical Support.
Upgrading SureSync
The following PDF will give you instructions on upgrading your SureSync software to a new version. This PDF also includes directions on switching to a SQL/MSDE database.Upgrade Your License to Version 5.0 - Customers with the Upgrade & Support Plan are eligible for free upgrades. Follow the link and submit your information to check your licenses for qualification.
E-mail The Support Team
Customers with a Support and Upgrade Plan will receive priority e-mail support. Priority e-mail means that customers who have purchased a Support and Upgrade Plan will be "the first served" in regards to e-mail support. As always, this is based on the volume of priority e-mail received. We will always try to respond within 24 hours. Technical support via e-mail without a Support and Upgrade Plan is provided without charge; however, please expect a longer delay in response. E-mail support is provided free of charge during your 30 day trial period.
To submit a request for e-mail technical support please click on the graphic below or click here to access our support form.
Phone The Support Team
Telephone support is provided free of charge with a Support and Upgrade Plan, during the 30 day trial period, and during the free 90 day support period from the date of purchase.Telephone support not covered by the terms above will be billable. Telephone support is charged at $175 USD for a server license and $25 USD for a workstation license, per incident. Please have your customer number and credit card available when you call.
Please note: The incident fee will be waived if it is determined by Software Pursuits that the incident is a result of a programming error in the SureSync software.
To reach technical support by phone, please call +1-650-372-0900 between 8:00AM and 5:00PM PST Monday through Friday.
Support Plan Policy
To learn more about our Upgrade & Support Plan, please read our Support Policy.
Bandwidth Estimator
To calculator estimates for the synchronization time of a new set of data please use our Bandwidth Estimator tool.
SureSync 4.1 Support Information
Support for SureSync 4.x was discontinued on December 31, 2007. Information on upgrading to SureSync 5.x can be found by clicking here.
Use the following links to locate information related to SureSync version 4.1.x.
- SureSync v. 4.1 Evaluator's Guide
- DCOM Setup & Troubleshooting
- Windows XP: DCOM Setup
- Required Components
- Terminal Server & Terminal Services