Golden Software Support Policy
Our legendary support team is here to help you with your data visualization needs! Contact us via phone, chat, or email and we’ll work with you to find the best solution as quickly as possible.
| FULL SUPPORT | LIMITED SUPPORT |
| Available to users running the latest software version with active software maintenance or a software subscription | Available to all other users |
| Early access to new features (Beta) | Critical security & compliance updates only for versions less than 3 years old |
| Screenshares & demos by request | Sales, licensing, and install support (all mediums) |
| Workflow development assistance & review | |
| Phone, chat & email technical support | |
| Sales, licensing, and install support (all mediums) |
What’s included with technical support?
- Installation and licensing of Golden Software products on devices that meet our installation system requirements.
- Software training on current versions, including guidance on documented products, solutions, and workflows to help you configure the software to the needs of your business, in line with our Terms of Use.
- Help determining how best to achieve a desired result (map, graph, calculation, etc.)
- Help automating software processes using our native scripting language and app.
- Troubleshooting error messages, crashes, and other unexpected behavior.
- Questions relating to software functionality.
- Questions relating to software administration and security.
What’s not included?
- Installation and licensing of Golden Software products on unsupported/outdated operating systems (Mac, Linux, Windows 8, etc.)
*Note: We do our best to support users running up to date virtual machines. - Support for retired products or versions of current products that are more than 3 years old.
- Tailor-made designs and customization of existing software features, templates, and tools.
- Help automating software processes in non-native languages (Python, C++, etc.)
- Custom install solutions via SCCM or other 3rd party software deployment services.
- Issues related to third party products not built by Golden Software.
- Custom data analysis, scripting, and debugging.
Frequently Asked Questions
The easiest way to check the status of your software maintenance is to click File | License Info in the software. The License Information dialog will tell you if your maintenance is active or expired in the top grey bar. The last letter of your Support Code also indicates your software maintenance status with A=Active and E=Expired.
See the article How do I know if I have ‘active maintenance’? for more detailed instructions and additional options.
Full support recipients can expect an email response in less than one business day. Limited support may take 1-2 business days to receive a response because we do not maintain expertise on all previous software versions.
We understand that some companies have complex software validation requirements before newer releases can be installed and therefore don’t always validate every release. For this reason, we offer full support to users with active maintenance running versions that are less than 3 years old.
If you have active software maintenance and you are running a version that is more than 3 years old, please contact our support team to discuss your situation and your team’s needs and they will make a recommendation for the best path forward.
The only exceptions to the email-only policy for limited support are for sales, licensing, or install questions.
For all software related questions, we ask that you honor this policy when contacting our team. If we believe the best solution will be achieved via a different medium, we will offer to connect with you that way.
TESTIMONIALS
Hear what other scientists & engineers have to say!
Golden Software is like a close family. Your team is always ready to answer questions, to solve problems, your products are of fine quality, low prices for updates.
Thierry Hatt
Historical GIS Cartographer Université de Strasbourg, France
We have been Golden Software clients for 35 years and have never been disappointed. For us, it’s the premier data presentation package.
Felicia Bechtel
Senior Geophysical Advisor
I’ve used Surfer for many years. It helps me tell my data’s story which allows me to clearly communicate important information with clients.
Richard Koehler, PhD
PH Founder, Visual Data Analytics, LLC
The wide variety and functionality of the interpolation/extrapolation algorithms, as well as the geostatistical functionality, is simply awesome!
Grant van Heerden, MAIG
Mine Geotechnical Engineer / Engineering Geologist
As an author, I make beautiful maps of the ground surface from LiDAR data. Surfer allows me to tease out subtle features. It is a delight to use and the tools are there, no matter what function I wish to apply.
Peter Hatherly
Geophysicist
Golden Software products are the most intuitive of any software I've ever used.
Anna Klene, PhD
Professor
Surfer is the best GIS software I have ever used…better than AutoCAD and ArcGIS … I love it!
Liliana Cecan, PhD, PE
Senior Project Manager
Surfer appears to have been designed by people who really understand what scientists like myself want to do. This allows me to look at data and ask questions without being concerned at the technicalities of how to load, manipulate and map data.
Barry Gardiner
Senior Scientist