How to get support #

DotwebApps provides a structured support path to help you find answers efficiently:

Documentation → AI assistance → human support when needed

The type of assistance available may depend on your product, purchase, and current support entitlement.

1. Start with the DotwebApps Documentation #

The DotwebApps Documentation Center is the primary source for official product information and support guidance.

Depending on the product, documentation may include:

• installation guidance
• licensing and activation information
• configuration instructions
• product usage guidance
• troubleshooting steps
• answers to common customer questions

Start by searching for the product or issue you are working with.

Product-specific requirements and procedures may differ, so always follow the documentation that applies to your particular product.

2. Use AI assistance #

If the documentation does not fully answer your question, you can use the DotwebApps AI support assistant.

The AI support assistant can help you:

• locate relevant documentation
• understand documented procedures
• find licensing or support information
• identify appropriate troubleshooting guidance
• determine whether human support may be needed

The AI support assistant is intended to provide assistance based on approved DotwebApps information. If your issue requires investigation beyond the available documentation, you may need to proceed to human support.

3. Request human support when needed #

Where your purchase or support entitlement includes support, unresolved product issues may be escalated through the DotwebApps support ticket system.

Human support may be appropriate when:

• documented troubleshooting does not resolve the issue
• you encounter a product-specific problem requiring further investigation
• an installation, activation, or configuration issue remains unresolved
• you need clarification about your purchased product or applicable license
• the required information is not available in the current documentation

When submitting a support request, provide only the information needed to understand the problem.

Useful details may include:

• the product you are using
• what you were trying to do
• the steps that led to the issue
• what you expected to happen
• what actually happened
• relevant error messages
• suitably redacted screenshots or diagnostic information

Support and update entitlement #

Standard DotwebApps commercial software normally includes:

• a one-time perpetual software usage license, and
• one year of updates and support

Expiration of the included support and update period does not automatically terminate an otherwise valid perpetual software usage license.

Continued updates or support after the included period may require renewal where applicable.

Availability and terms of renewal may vary, so refer to the terms applicable to your product or purchase.

Keep sensitive information private #

Do not provide:

• passwords
• private keys
• API secrets
• authentication credentials
• full application source code
• unnecessary customer or personal information

Share only the minimum information required to diagnose the issue.

Before sending screenshots, logs, or diagnostic data, remove credentials and any customer information that is not necessary for troubleshooting.

Product support, professional services, and customization #

These are separate types of assistance.

Product support and troubleshooting #

Normal product support focuses on helping with the purchased DotwebApps product, such as:

• documented installation issues
• licensing or activation questions
• configuration problems
• product troubleshooting
• clarification of documented functionality

Availability of support depends on the applicable purchase and support entitlement.

Professional services #

DotwebApps may offer optional professional services for tasks beyond ordinary product troubleshooting.

These may include services such as:

• installation assistance
• branding or UI changes
• deployment assistance
• configuration services
• migration assistance
• other predefined service tasks

Professional services are separate from standard software support and may have separate charges.

Advanced customization #

Requests that require substantial changes to the software are treated as advanced customization rather than normal support.

Examples may include:

• custom features
• major design changes
• third-party integrations
• workflow modifications
• data migration
• bespoke development
• requirements outside the standard product or available services

Advanced customization is handled through a Request a Quote process.

Pricing and delivery depend on the scope and complexity of the requested work.

If you are unsure whether your request is a support issue, professional service, or customization request, describe what you are trying to achieve so it can be directed appropriately.