Support and assistance are equivalent terms.
Technical support is different from sales support or user support.
Sales support :
The sales support will deal with all questions related to the purchase of one of our products, to your purchase transactions or to any information about one of our products on the Heredis store. You can contact the sales support by creating a ticket via our contact form: Form
User support :
The user assistance will concern all the questions related to how to use the software. It will describe the functions, as a user manual would. We have an online help site dedicated to the use: Knowledge base
Technical assistance :
Technical support is for problems with the software itself.
Strictly speaking, it only concerns bugs in the software and the restoration of corrupted genealogy files.
When you contact us for technical problems that are not related to the software itself, we will try to direct you to the appropriate department. When we find that a non-Heredis request is frequently made by our customers and we can provide some answers, we direct you to articles that can help you:
Here are some examples of technical problems that are not caused by the Heredis software, but by third-party components on your computer:
- Blocking by anti-virus software
- Windows malfunctions
- Problems with GEDCOMs from other genealogy software/sites
- Problems printing documents
Technical support is available for two years after the purchase of the software. However, it is important to know that possible patches will only be applied to the current version. Each time a new version of Heredis is released, the development of the previous version is closed.
It is very important that the version of Heredis you have is compatible with the operating system of your computer. You should also make sure that your computer's operating system is still maintained by its publisher.
You can find in the following article the operating systems currently supported by Apple and Microsoft:
If you do not know your operating system, you can follow the indications given in this article to identify it:
You will find the compatibility tables in the following articles:
For the software on the computer :
For the mobile app: