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Old 14th November 2011, 01:47 PM   #1
Sarah W
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Default Reporting Software Issues to Serif

Dear forum users,

As most of you are probably aware, the Serif forums are primarily a user-to-user facility where you can get support from members of the community who are users, like you. Some Serif staff are kind enough to pop in from time to time, to make announcements, provide official information, or offer advanced support, but that is only done on a voluntary basis by those staff who have the inclination and can find the time. It is not a reliable feature of the forums.

The forums are a great place to get help and confirm whether something you've found actually is a bug, but posting on the forums does not guarantee that any Serif staff have seen your problem.

If you are experiencing a problem or believe you have found a bug and you wish to ensure that it is reported to Serif to be investigated further, then the correct process is to submit a ticket to Technical Support.

We have recently had quite a few customers disappointed that their issues have not been addressed in maintenance updates. On further investigation we have found that some of these issues had been posted on the forums but the threads had not been seen by Serif staff, as we do not read every post in every thread (nor claim to do so). Submitting a ticket will not necessarily guarantee that your problem gets fixed, but it will ensure that it has been correctly reported to Serif so that it can be investigated. It may then be fixed in an update or a future version, if it is possible and feasible to do so.

I hope this clarifies both the purpose of the forum and the best way to ensure that Serif is made aware of any serious issues that you are experiencing.

Best regards.
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