Our technical support system is incident-based.

An incident is a single issue, problem or question related to the software – regardless the volume of correspondence required to solve it. Support incidents are used to cover such topics as software usage, configuration and installation.

Technical support is provided via web-based HelpDesk system available 24 hours a day, 7 days a week. When you initiate a support incident, our support team responds within one business day.

Incident support is sold through a points system. Technical support query (issue) is evaluated with "support points". While buying the first software license or other services from XTP, each new customer gets a certain amount of technical support points for free.