R2N Software LLC — Technical Support Policy
What We Support
Technical Support covers all current R2N Software products. Our team helps you install, configure, and run our software as documented — including troubleshooting installation issues, printing problems, error messages, and operational questions.
Information You Provide
We will
- Assist with product installation and verify system requirements
- Interpret error messages and suggest corrective actions
- Troubleshoot printing and local environment issues
- Clarify product features, definitions, and documented examples
- Guide you through syntax and procedures to perform specific tasks
- Investigate and report suspected software defects to our development team
- Investigate and report suspected software defects to our development team
What Falls Outside Support
Technical Support does not cover
- Writing custom scripts, macros, or programs using your data
- Debugging customer-written code
- Major data restructuring or complex workarounds better suited to a third-party tool
- Statistical consulting or recommendations on analytical methods
- Replacement media, encryption codes, or installation documentation — contact Customer Service for these at sales@r2nsoftware.com or (630) 635-5957
If your needs go beyond standard support, contact your sales representative for available options.
How It Works
We will
Our goal is to resolve your issue on the first call. If we need more time, you'll receive a tracking number for your case.
- Follow up within 3 business days
- Attempt to reach you at least 2–3 times via phone, email, or your preferred contact method
- Escalate to a senior representative or our Product Development team if needed — your tracking number stays active until the issue is resolved
- Support is available for the current release and one previous version of our products
- For annually licensed software, active maintenance is required
- Check the documentation — many common questions are answered there
- Review the help files — we include FAQs and troubleshooting guides
- Double-check your input — a small typo can often be the root cause
- Review error messages carefully — they usually point to the source of the problem
- Have your product documentation handy when you call
Eligibility
Help Us Help You
Be prepared for some trial-and-error troubleshooting — we may need to work through several possibilities together to pinpoint the cause.