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Project 6 Research is devoted to customer service and providing the best tools and API's for our customers. We provide varying levels of support to match the needs of your development teams as well as consulting services if you need us to take a more hands on approach.
Support Subscriptions and Maintenance
Project 6 Research provides a variety of support options to assist our customers. Our products come with extensive documentation and examples. Paid support subscriptions are also available. We support evaluation copies on an "as-available" basis.
Support Benefit
Maintenance Upgrades
New Major Releases
API Documentation
Examples and Tutorials
Online Knowlege Base Access
Online Incident Tracking
Support Channel
Support Helpdesk
Support Helpdesk
Maximum Response Time
4 Business Days
1 Business Day
Expected Response Time
1-2 Days
4-6 Hours
Emergency Hotfixes
Premium Contact
Premium Incidents
Phone Conferences/Meetings
Support Policies
Our technical support staff will make reasonable efforts to bring your issues to resolution. Very often they are able to resolve issues, however we can not guarantee that every issue will be resolved. Some issues may require our Professional Services in order to bring them to complete resolution. Resolution of a support issue is defined by achieving any one of the following:
  • Providing a reasonable solution for the issue.
  • Providing a reasonable workaround issue.
  • Project 6 Research determines that the issue is not valid.
  • Project 6 Research determines that the issue is an enhancement. Enhancements may be condsidered for inclusion in future releases.
Support Incidents
Project 6 Research defines a Standard and Premium Support incident as an issue that affects a single aspect of our product. An error message, crash, or problem related to a specific interface, API or other product feature.
Support is provided to the extent of providing guidance in the use of our APIs, interfaces, and tools. Support can not provide help with third party APIs, architecture, or programming languages. Our Professional Services may be able to help with these type of needs.
Support Availability
Support hours are 9am to 5pm weekdays Pacific time. Support is closed for the following holidays.
  • Tuesday, January 1 - New Year?s Day
  • Monday, January 21 - Birthday of Martin Luther King, Jr.
  • Monday, February 18 - Washington?s Birthday
  • Monday, May 26 - Memorial Day
  • Friday, July 4 - Independence Day
  • Monday, September 1 - Labor Day
  • Monday, October 13 - Columbus Day
  • Tuesday, November 11 - Veterans Day
  • Thursday, November 27 - Thanksgiving Day
  • Thursday, December 25 through January 4th - Christmas Vacation