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SureSync Support
Expert Support:
Software Pursuits takes great pride in its products and strives to provide the best possible support. Our abilities, however, are limited to the information we can gather related to your problem and our ability to re-create the problem in our lab.
Please take the time to carefully document your problem. When necessary, use the trace facilities built into SureSync to help us isolate a problem.
While we wish we could fix problems in the operating system and other components we did not author, this is not practical. We will, however, do our best to circumvent problems as they are discovered.
Using the web support pages will solve the most common problems. Sending problems via our Contact Support Form is the most efficient for our staff and is greatly appreciated.
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.
SureSync 4.1 Support Information
Please note that support for SureSync 4.x will be discontinued on December 31, 2007.
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