Types of Support

Because our programs are comprehensive, they can also be complex. As technology changes, problems can become increasingly difficult to pinpoint. Is it the computer, the software, the operating system, the network configuration, the printer driver, operator error . . . ???

We have concluded that we can no longer devote the resources we think necessary to continue to support, improve and expand our current programs AND offer unlimited support without exception.

The following are still FREE forms of support (except for these versions and with these general guidelines).

• User's Guide. Because our programs are constantly evolving, it is difficult, if not impossible, to always have everything perfectly explained in the User's Guide, but we try very hard to make it as comprehensive and understandable as possible. We do expect users to utilize the guide prior to going to one of the other forms of contact. Manual updates are available here.
• Web Page. As we encounter new significant situations or questions, we will be posting them to the appropriate tech support page on this web site. We will also be posting any updates or corrections to the User's Guide. And, we may Periodically post software updates available for download to update what you have.

Phone Support Hours

Sometimes, phone support involves trying and testing. Also, during peak times, calls are coming in faster than we are able to instantly respond. For those two reasons, we reserve our first and last hours of the day for testing or catching up on response calls and, therefore, will answer the phone between the hours of 9:00am-4:00pm Eastern.

Support is FREE for one year.  Thereafter it is fee-based per incident or by Maintenance Agreement.

Support Guidelines

First, the obvious. New users have startup questions . . . We expect those and encourage you to call often during your FREE tech support period.

1. By phone. If you phone, our first step will be to gather as much information about your incident as possible. In some cases, our technician will need to try to duplicate your situation or problem, or to research what you are saying . . . and will then call you back to continue to work on the problem or to offer a solution or explanation. If all our technicians are busy, but a line is available, you may also leave a message in our voice mail system that will be accessed by tech support.
2. By email. Address your question, in as much detail as possible, to support@qdpcorp.com.
3. From the Web Page. Common questions and problems are available 24 hours a day. There is also a Tech Support Form that will be forwarded automatically to our tech support technicians through email.
4. By Fax. Sometimes a picture is worth a thousand words. Especially if your situation involves a printing issue, sending us a copy of what you are describing can often result in a faster answer or explanation.

• Try it a second time. Sometimes you do something without knowing what you did.
• Exit and re-enter the program, or reboot the computer. Sometimes Windows does not completely free resources when it should. Or, perhaps if something happened out of sync in our program, files or resources are tied up. Getting out and coming back in can sometimes take care of it.
• Write down step by step what you did, including which buttons you clicked on and what happened when you did. If there is an error message, we need to know exactly what the message said.
• If your problem involves a printout, print one, indicate problem or mark questionable areas and fax that, along with your detail description.
• On the Web Site
  1. Check the Tech Support FAQ's to see if your problem is already described there.
  2. Check the updates to the manual in case there was an error in the User's Guide that has been corrected or an explanation better written.
  3. See if we have posted a Service Pack (software update) available for download -- there will be an explanation of what that Service Pack addresses and it may take care of what you are getting ready to call about.
  4. If it is a printer issue, check out this page.

  **If you contact Tech Support, chances are we are going to ask you to do one of the above steps.

Older Versions and Tech Support

Now in our 23th year with Ultra, we can no longer give quality support to versions of the program from years ago. For one thing, we are no longer using those programs and find it increasingly difficult to remember how something was done on a version purchased 6 - 8 - 10 years ago. So, we must discontinue support for the older versions and hope that the following fade out will enable you to make appropriate adjustments to the version you have.