1. Scope of support
Reasonable technical support is provided for account/license activation, installation, use of supported features, verifiable error logging, and device replacement during the active license period. Photography training, operating system repair, hardware failure, third party plug-in/software and custom design generation are not included in standard support; can also be offered.
2. Versions and in-app updates
The application can check the signed update manifest at startup. When the user says "Update", the appropriate package is downloaded from the secure connection, integrity/signature check is performed, the application is closed, updated and restarted. Critical security or server compatibility updates may be required.
Before the update starts, the active project must be saved and the source photos must be backed up. Operating system permissions, security software, or insufficient disk space may prevent installation.
3. Supported system and performance
Requires supported macOS/Windows version, sufficient RAM, storage and graphics/image processing capabilities as stated on the current installation page. Large RAW/JPEG files and album-intensive projects may use higher resources; the application balances performance by using a lightweight proxy in preview and the original source in export.
Security and compatibility support may be limited in versions that the operating system or hardware manufacturer has discontinued support for. Changes will be announced in advance whenever possible.
4. Project and customer data backup
Album projects, source photos, custom backgrounds, logos and exported printouts can be kept on the user device. The user should back them up regularly on a separate disk or secure backup area. Automatic project recovery is not a replacement for a permanent backup.
5. Security and release lifecycle
The vulnerability notification is verified, the degree of risk is determined, and appropriate remediation is planned. Critical security fixes are provided to actively supported major versions. If the old version cannot be securely verified, license/API access may be restricted. Packages that have been modified without authorization, have corrupted signatures, or whose license verification has been bypassed are not supported.
6. How to expedite a support request?
Include account email, app version, operating system, error message, repeat steps, and screenshot with no personal data if possible. If you must share photos, make sure you have authorization from the relevant person and only send the required sample. Do not share your password, full card information or license secret.