Support Policy

How (and when) We Can Help You

Current Customers


Venue(s)

Current customers have access to documentation, changelogs, and the ticketing system. GraffitiSuite does not provide support via telephone, email, remote support solutions, or any other means of communication except when circumstances require, such as customer inability to access account.

Content

GraffitiSuite will provide support only for GraffitiSuite products. We cannot support the products of other third-party developers, or Xojo as a whole.

GraffitiSuite is under no obligation to create new products or alter code significantly based on an individual user's request as our products are written for the thousands of customers who use our products.

Hours of Operation

  • Sunday: 10AM to 4PM
  • Monday: 8AM to 5PM
  • Tuesday: 8AM to 5PM
  • Wednesday: 8AM to 5PM
  • Thursday: 8AM to 5PM
  • Friday: 8AM to 5PM
  • Saturday: 10AM to 4PM

Hours may vary by availability. All times Eastern.

Response Time

We strive to answer all support tickets within 48 hours. If a support ticket detailing what constitutes a bug is created less than 48 hours before a user's subscription expires, that user will still be provided with a fix for that issue.

Previous Customers


A portion of the subscription fee for GraffitiSuite covers access to live support, bug fixes, et al. Without an active subscription, GraffitiSuite is under no obligation to provide live support, bug fixes, feature requests, access to previous releases, or access to the live support ticketing system.