Free technical support is available via email or telephone to those who have purchased a new license or an upgrade in the past 90 days, or who are currently on a rental or ASAP support subscription.
Free email support is available to those who are the current version or one version back. Telephone support is available for those versions with a support voucher of US $39.00 per issue and can be purchased on the support pages of our website or directly through our support department.
Email Support
Free technical support is available via email to those on the current version or one version back. This includes:
- Graphite v9, v10
- Cobalt v8, v9 (Solo or Plus)
- Xenon v8, v9 (Solo or Plus)
- Argon v8, v9
For those running software one version back but still eligible for upgrade the cost of email support is US $29 per issue. This includes:
- Graphite v8
- Cobalt v7 (Solo or Plus)
- Xenon v7 (Solo or Plus)
- Argon v7
| Support Voucher | US $29.00 | Buy |
| Email Support for all Supported Versions |
Telephone Support
Free telephone support is available to anyone who has purchased a new license or upgrade in the past 90 days, or who are current on a rental or ASAP support subscription.
For those not eligible for free support but who are still eligible for upgrades, the cost of telephone support is US $39.00 per issue. This includes:
- Graphite v8, v9, v10
- Cobalt v7, v8, v9 (Solo or Plus)
- Xenon v7, v8, v9 (Solo or Plus)
- Argon v7, v8, v9
| Support Voucher | US $39.00 | Buy |
| Telephone Support for all Supported Versions |
Resend Serial Number, Registration Code & Download Links to Verified Owner
Provided that we can verify you are the appropriate license holder, we will resend serial numbers and registration codes free of charge via email if the software is currently still eligible for upgrade (less than 10 years old). This include:
- Graphite v8, v9, v10
- Cobalt v7, v8, v9 (Solo or Plus)
- Xenon v7, v8, v9 (Solo or Plus)
- Argon v7, v8, v9
For older software still from this century the cost to resend serial numbers and registration codes to a verified owner is US $29 per license. Purchase a support voucher below.
For software issued in the past century, it may be possible to resend the registration codes and serial numbers depending on a number of factors. The cost is $250/hour. Call our support department directly to discuss the issue and order.
The easiest method to obtain registration and serial numbers is to send an email to customer.service@ashlar.com or open a customer service ticket with all the appropriate information that would assist us in finding your record. Please include some alternate method of contacting you should we find out emails are not getting through to you.
If you are not currently in our system as the appropriate license holder, you may attempt to get the license transferred to you. Contact us for details on this procedure at customer.service@ashlar.com.
| Support Voucher | US $29.00 | Buy |
| Email Support for all Supported Versions |
File Import/Export Service
Detailed information on file translation issues is available in the Articles section of our website as well as in the Knowledgebase. If you would like Ashlar-Vellum to perform the translation service for you, the charge is US $39 per file. Aggressive multi-file discounts are available starting at 10 files.
| File Translation Voucher | US $39.00 | Buy |
| File Translation services per file |
Emergency Support
Emergency technical support is available for those using legacy software or for those needing it after hours, on weekend or holidays when a technician is available. The cost ranges from $150 to $350 per hour. Refer to our chart for specifics. Call our support department directly to obtain.
Project Consulting
Individualized project consulting is also available. This is also a great way to get some specialized help with a project. If you’re facing a deadline and need help now this may be an option for you. The cost ranges from $150 to $350 per hour.Refer to our chart for specifics. Call our support department directly to obtain.
Reinstallation Assistance
If you require help reinstalling supported software after purchasing a new computer, the consulting charge is US $39 per computer.
For assistance installing legacy versions of our software on new hardware the consulting charge is US $150/hour or $250/hour depending on the age of the software, and we only guarantee results if the computer exactly meets but does not exceed the specifications for that version of the software.
Legacy versions of our software purchased at or before the turn of the century required a hardware key. While a highly-experienced IT staff can sometimes get these old versions to run on new hardware, it is usually least expensive to simply upgrade to a current version that does not require a key. If it is possible to use your old key on your new configuration then Ashlar-Vellum does provide services to assist your staff in software installation and configuration at US $250/hour. It generally requires three hours or more. Contact Ashlar-Vellum sales for upgrade pricing to assist in your decision or arrange for a consulting appointment. If you need a new key, see below.
Initial Hardware Key Programming
Since all of our supported software (non-legacy) primarily uses Internet based anti-piracy technology, it is rare that an optional hardware key is purchased, except for those cases where Internet access is not available.
Should you need a hardware key, if you purchase one from us, it is sent blank and the initial key programming is done free via email. It is not required that the key be programmed on the same machine where the key will be used.
Note, it is not required that the key be purchased from us, only that it be a compatible Wibu Codemeter key. Since many software publishers use Wibu Codemeter keys in their anti-piracy efforts, it is possible that we can simply add our license into an existing key on your machine.
Replacement Hardware Key Programming
Current & Non-Legacy Version
Should you optionally have a supported version of our software (non-legacy) where you have obtained an CodeMeter hardware key and need a replacement key programmed, then we will program a replacement key free of charge as long as:
- You can provide us with the original key
- Or the licenses we programmed into your prior key have now expired
- Or we can confirm that our licenses have been removed from your prior key
Replacement Wibu Codemeter keys for non-legacy software can be obtained in various flavors and range in prices from $100 to $200 each.
This includes Graphite v8, v9 and v10.
Legacy Software
Legacy versions of our software purchased at or before the turn of the century required Wibu hardware key. Should you need a replacement key programmed for one of these old versions, we will program a replacement for US $895 plus the cost of the key, provided:
- You can provide us with the original key
- Or that the licenses we programmed into your prior key have now expired
- Or that we can confirm that our licenses have been removed from your prior key
Replacement Wibu keys can be obtained from us in various flavors and range in price from $100 to $200 each.
Extremely ancient domestic versions of our software from the early and mid 1990s required a NetHasp for site licenses. Should you have one of these and it needs replacing, please contact us for pricing.
Extremely ancient International versions of our software from the early and mid 1990s required a Rainbow Sentinel hardware key for single user versions and a NetHasp for site licenses. Should one of these and it needs replacing, please contact us for pricing.