![]() We often answer emails while traveling or from home.We use these records to help others with similar questions, and to help design new versions of our software. And we can keep a record of the questions you asked and whether or not we solved your problems. When you receive a email from us, you can always refer back to it - even weeks or months later. We keep a record of problems and solutions.Trying to relay a URL via telephone doesn't work very well. ![]() In many cases, our answers contain screen shots or links to pages on our web site.This helps us figure out the problem and provide helpful solutions. When you email us a question, you can attach your Prism files, exported images, or screenshots of error messages. It is difficult to describe graphing and analysis problems on the telephone.We often consult with contract programmers in a different country before answering questions.If we leave a message, it might start a round of telephone tag that could last for days. When we return your phone call, you might be at lunch, away from your desk, or gone for the day.Our customers live all around the world, but we're only here during business hours on the West coast.GraphPad doesn't offer telephone support for several reasons. We really do provide individual, helpful answers to your email questions, often within an hour or two. We know that some companies use "email only" as a way to brush off customers and avoid providing support. We've discovered that we can provide much better support by offering it via email only. But don't push your luck! While we are often willing to look over a completed analysis to offer our thoughts, we won't analyze your data for you. Since the boundary between technical support and statistical consulting is often unclear, we often will try to answer simple questions about data analysis. ![]() Your Prism license does not include free statistical consulting. We provide support for Prism, not statistical consulting Similarly don't send data in Excel files. ![]()
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