Support Policy

Contact paid support

Email tom@zingpdf.dev with your order email, ZingPDF package version, .NET version, operating system, and a minimal reproduction. Include a sample document where needed and lawful to share.

Solo, Team, and Business

Solo includes email support. Team and Business include priority email support: requests are reviewed ahead of Solo requests with comparable business impact. Production-blocking defects take precedence over routine usage questions within each support queue.

Support hours and initial reply targets

Support hours are Monday to Friday, 9am to 5pm Sydney time (Australia/Sydney, AEST/AEDT as applicable).

• Solo: we aim to provide an initial human reply within 2 business days.
• Team and Business: we aim to provide an initial human reply within 1 business day.

These targets apply during an active paid support term. Business days are Monday to Friday in Sydney. For requests received outside support hours, the target period starts at 9am on the next weekday. These are response targets; an SLA applies only if agreed in writing.

Production issues and escalation

For a production-blocking issue, put Production issue in the email subject and describe the affected workflow, business impact, and any workaround. To escalate an unresolved request, reply to the same email thread with updated impact and the date of the original request.

A support reply may request a reproduction, explain a documented limit, or propose a workaround. An initial reply does not guarantee a fix or release date. Guaranteed response or resolution times and 24/7 incident coverage are not included unless agreed in writing.

Scope and maintenance

• Support channels and response expectations may vary by plan or negotiated order.
• While subscribed, customers may access all generally released versions and updates.
• Support applies to documented, supported product capabilities.
• Custom development, guaranteed turnaround times, and support for modified binaries are not included by default.
• Customers should provide reproducible cases, environment details, and relevant diagnostics for support requests.

Plan-specific support details are controlled by the applicable checkout page, quote, order, or invoice.

Unless separately agreed, support is delivered on a reasonable email or ticket basis and does not include custom feature work, architecture consulting, migration services, or support for unsupported forks.