Support FAQ

Yes, definitely! At PDFTron, we are committed to providing you with all the support and dedicated technical resources you need, even during the evaluation stage of your project, so that you can be 100% sure that PDFTron can provide you with the best solution for the job before you make any financial commitment. This is also one of the reasons why we do not offer refunds of our software.

Generally, demo versions should not be used for development purposes, since each demo version is either time-restricted or has some other demo limitation, such as a demo stamp, etc.

We primarily prefer to provide technical support via email, for purposes of tracking the issues and progress. However, we can also assist you over the phone in more urgent cases.

• Submit well-defined issues, so that we can reproduce and isolate the problem quickly on our side. Any applicable code and sample files that the issue occurs with will also be very useful.
• Include your latest license key with the inquiry.
• Always check that you are using the latest version of the product. Bug reports will only be accepted if the latest maintenance release of the respective product line is used. If a problem cannot be reproduced with the latest available version, but only with an earlier release, the support case will be closed.

Each new product license comes with a free 30-day maintenance and support. Optionally, you can also purchase an Annual Maintenance Subscription (AMS) with your product license which will entitle you to receive all minor and major product version releases and priority technical support relating to the product you licensed.

The Annual Maintenance Subscription (AMS) fee is 20% of the product license cost, with a minimum of USD 160 per license.

No. If you only purchase the AMS for one license, the other seven licenses would not be covered by the AMS and consequently would not be eligible to take advantage of the benefits associated with the AMS, including all minor and major product upgrades. The AMS and associated fees apply on a per license basis.

The AMS does not include programming support or support that is not related to a suspected product defect. PDFTron however provides additional support services at a separate charge. Some of the most common additional support requests include writing custom code, programming support, debugging code, writing additional sample code than what is available on our website. For details, please refer to our Professional Services page.

You can purchase the AMS for your license at any time, but the AMS expiry date will be backdated to the time of the original license purchase. For example, if you purchased your license in July, the AMS will also expire in July the following year, regardless of when it is purchased. Thus, it is more beneficial to purchase the AMS with your license and to renew it on time to be able to take full advantage of the subscription, when you need it.

Each new product license comes with 30-day free maintenance and support. If you would like to continue to benefit from priority technical support and get access to all new version releases after this initial 30-day period, you can purchas an AMS (Annual Maintenance Subscription. The AMS is usually valid for 12 months from the original product license purchase date, even if purchased later. Therefore, we recommend purchasing the AMS together with the product license and renewing the AMS on time in order to be able to take full advantage of the subscription, when you need it.

No, your license will not expire and the version of the software that you were last able to receive as part of the AMS will continue to function normally.

To renew your subscription, or to purchase a subscription for a product you already own, please contact PDFTron directly via sales@pdftron.com to request a quote.

In order to upgrade to the new version(s), you must have a valid AMS subscription on the product(s) in question. If you do not have a valid AMS or are unsure of your status and/or would like to receive a quote summarizing your license details and costs associated with updating your license status, please send an email request to sales@pdftron.com.

We are always interested in improving our products, so we encourage you to submit a support request any time you find an issue. We will look into the issue based on a first-come, first-served basis, with AMS customers having priority. Our support team will email you with our findings as soon as the issue was identified and/or resolved. If the issue is reproduced and fixed in a new version of the software, you would need to purchase the AMS for your license(s) in order to get access to that version.

Yes, you will be automatically notified via email when your AMS is up for renewal. As such, please ensure that we have your latest contact information on file. We also recommend keeping track of your AMS expiry date in cases where our automatic notification does not reach you for some reason.