Safe Software's Support Policy on VersionsįME Desktop and FME Server operate according to a major annual release cycle, with minor dot releases periodically made available. ** If you purchased FME through a partner, please contact them directly. * Our Safe Software support and development staff are active in both the Ideas section and Forums. FME Cloud users might also be interested in added coverage from an FME Cloud Managed Service Provider.Ĭan’t find the answer to your question in our documentation or knowledge base? Check out these options. While we do our best to help with support for our free license programs, we give priority to paid customers, and are not obligated to provide technical support. While actual response times may vary depending on the relative volume of submissions and the complexity of the question, we actively strive to respond to all inquiries within 1-2 business days. We do not offer phone support as feedback has shown that live chat leads to both quicker resolutions and more satisfied results due to the easy ability to share links, screenshots, files, and more. We can be reached via live chat, the submit a case form, and in the Forums where our staff actively respond to questions. Our direct technical support is provided on a first-come, first-serve basis, Monday through Friday, 08:00 (8am) to 17:00 (5pm) Pacific Standard Time, excluding statutory holidays in British Columbia, Canada.
In some cases sensitive matters may require a private support case, and that’s okay. Instead of asking and answering the same question multiple times, other users can instantly find your original question and the various answers that you received. Everything posted in our community is reviewed by at least one Safer, and many questions see responses from multiple individuals.īy asking your question in the community, you allow all users to benefit from the resulting tips and advice.
A question or idea posted in either place receives the same priority as one privately submitted, and in fact may receive a faster response since people from the community are online 24/7. We do support a bit differently – and we think that’s a good thing! Our support team lives in the community, active alongside real-world experts in our Forums and Ideas section.
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