Technical support can make or break your product. When your company's future is at stake on your software product, you want to know that your copy protection supplier is there to help.

We recognize that the success of your business frequently depends on timely answers to your questions. If you send a support request, your incident will be returned as soon as possible, usually within a few hours and up to 24 hours.

We offer the best support services available. This is down to over 30 years expertise in system level programming, the development of numerous software and security tools for every system and environment. We are a US (and UK) based Company and cover 16 hours of the day in support across most time zones.

We know all there is to know about software security and we will use this knowledge to help you. The most important way we do this is to produce a reliable and low support product architecture. It's easy to program, we give you all the sample code needed and it's also very easy for the end user.

The other absolute key is our unique 'PnF' technology - we are the only providers that give you the peace of mind that your solution will keep working even when Windows crashes, needs re-loading or the disk needs re-formatting!

All pre-sales enquiries should be routed here, for technical pre-sales requests go here.

Our Support Policy

We commit to submit a response to your email within minutes at best, and within 24 hours from receipt of your request.

We offer free support for our Customers who are in the trial period, have a contract for our Version 5 products or are under our other maintenance contracts.

Support is designed to assist you with the use of the Nalpeiron Licensing Service and basic integration efforts.

See below for details on our other services to help with any custom work.

Support Tips
To make life easier for you and to get your solution up and running as fast as possible we suggest the following:

1. Always start by checking the manual in detail about any queries, it usually has the answer.
2. Next check our FAQs and Knowledgebase, this has a long list of answers to the most common questions.
3. Always provide key information like which development system you are using, the operating system of your dev. machine, full details of error codes and screen information. Screen grabs where applicable too. Write down your information including a history of the problem.
4. Include the product name and version number and environment in your email to us.
5. Remember to use the web based support whenever possible and online support only in extreme circumstances so we can provide the best service to all our clients.

1. NLS™ online technical support
2. Access to Support knowledge base
3. Access to the Nalpeiron Customer Support Center with all you need to ship right away
4. FREE project code samples for major IDEs to speed up integration
5. Training videos and extended help
6. Hints, tips and programming news

We do not provide free technical support for the following, you must have a support contract if you need help with:

• participation in integration efforts
• review of customer application code for the purposes of integrating with our products
• custom coding for customers
• technical support for free samples or open-sourced libraries voluntarily given as a courtesy
• on-site visits
• detailed training on how to use our license management products when these are covered in the documentation and sample code.

Services related to training, customization of the Licensed Software, modifications and consultation are not included in technical support services, and the Licensor is not obligated to perform such services; however, the Licensor shall undertake reasonable efforts to accommodate any request by the Licensee for training, customization and/or on-site consultation services, and the Licensor shall charge its then-current rates for time and materials for such services.

NLS™ supports most main IDEs and almost any program that can call our specially written tools and utilities (exe's).

Using our filemanager tools our customers have all sorts of installations working, even including some very old code using Fortran, contact customer service for help with you project if you don't see your IDE listed.

Get Support

If you don't own a Nalpeiron Product but wish to ask a technical question to which you would like to know further information then please click here »»

Customers with a Support Contract or those using a trial product within its 30 day free period wishing to submit a request for support click here »»

What constitutes an incident?

An "Incident" is defined as the service event starting from the initial customer call until closure, or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message. Our Support Engineers always make reasonable efforts to resolve the issue but cannot guarantee all issues are resolved.

What defines a resolved incident?

Once an issue is accepted as being within the extent of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:

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