Quick Support - Policies

Please contact us if you have problems.

We are not aware of any problems with any of our published software that cannot be fixed. If things are not working right, we can help you. We make every effort to provide prompt and professional support for our registered users.

Callback requests are not honoured.

Please do not leave us a message with a return phone number. It is not about the telephone bill, it is about getting things done. It is not fair to the normal process to have technical support representative trying to find you. Voice mail doesn't always work, messages are not always passed on, and we end up wasting your time even more than ours. Call us if it is urgent. More than half our callers are answered without even going on hold, and our average hold time is less than two minutes. Please call.

We simply cannot support four year-old versions.

Please understand that we don't support old versions not because we don't want to, but because we can't. With Business Plan Pro, for example, we released new versions in 1999, 2001, 2002, and 2003. Microsoft has released seven new versions of Windows since 2000. The Y2K issues came and went. We cannot provide technical support at the level you need for products older than three years, or older than three versions. We would like to, but it is impossible. At some point you need to upgrade to be able to ask our help. The best we can do is give you a very attractive price to skip four versions at once and upgrade to the latest. Click here to visit our upgrade page.

Technical support reps are not business consultants.

Our product support team offers registered users professional answers to questions regarding the installation, use, and normal operation of our software. Support focuses mainly on the logistics of operating Palo Alto Software products, such as installing the software, saving and retrieving work, and printing.

However, we do answer many business questions.

All of our products are deep in business knowledge and content. We include business books on the subject area, detailed context-sensitive help, detailed instructions over tables and texts, examples, and Web resources. With Business Plan Pro and Marketing Plan Pro, please use the included books in their digitized version giving you keyword search of the entire books. Please use the search facility in the help, and please read the instructions with each task.

We also answer many business-related product questions in our Support Knowledge Base. You can select by product for both the keyword search facility and the Frequently Asked Questions (FAQ) section.

Beyond that, you'll find a wealth of information on business planning available at Bplans.co.uk, including more than 3,000 answers to related business questions, and marketing planning information available at Mplans.com, our marketing plan resource.