We guaranty that ALL customers get an answer from us. Usually we reply all email in less than 24 hours IF your question is clear and contains all information we need (see "What information should I provide"). However, in most cases  you can have your answer right away: our web site already provides answers to frequently asked questions

What information I should provide?

Is your issue related to your order? Then ALWAYS include:

• Exact date of purchase (this is mandatory)
• Original name on order (name of the person that placed the order)

You need technical support? Then include this info:

• program name (example: Chromatogram Explorer, DNA Baser, etc)
• program version
• amount of RAM
• operating system (example: Windows Vista)
• user account type (guest/administrator rights)
• folder where DNA Baser is installed (example: C:\program Files\Baser)

For bug reports please see this page.

User manual is available here.

Frequently asked questions

• How do I place an order?
• I need a quote
• I want to place my order via PO/invoice
• Do you accept orders from all over the world?
• What currency and payment methods do you accept?

You haven't got your answer in 48 hours?

It may happen that the email sent by our customers is somehow invalid. For example: the customer forgot to provide its email address (if it used one of our web page embedded "Email us" boxes), customer's email server/client rejects our emails (for example Inbox full), the email was lost on the way between the email server, etc. Please feel free to email us again. We don't mind. Maybe this time you can use a different email address.

User manual & support page

Please visit this page if you need help while purchasing, installing or using our products. We offer free support not only to our registered customers, but also for trial users.

Instant support via online chat

Please use the real-time online chat utility located in our Contact page.

Hint

Always include previous email discussions (if any) into your current email. This way, if any information is necessary we don't have to search for it in the original chain of emails.