Derman Enterprises Support Center
NOTE: We respond to all communications for supported products (free products are not supported). If you are having problems receiving our email, please ensure that your account has a valid email address and that the emails are not being eliminated by your spam filter. You can always review and respond to your tickets right here. If you don't get a response within 1 business day, please login and review your ticket, here.
In our workflow, tickets show a closed status when we are waiting for a response from you or from an internal team member. This is normal and tickets are automatically re-opened when the next communication (yours or ours) is posted to the ticket.
Our official office hours are Monday through Friday 9:00 am to 5:00 pm (America/Pacific Time), closed on holidays — but we often also respond outside those hours.
Responsiveness: For all support tickets ever submitted:
- We've responded within 24 hours 91.00% of the time
(including weekends and holidays, so could be higher if we only counted business days)
- We've resolved the issue within 24 hours 89.98% of the time
(including weekends and holidays and could be higher if we only allowed 1 issue per ticket)