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Support

e-mail address of xmleditorsupportPublic, moderated, mailing list: end-user questions, bug reports, feature requests.

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e-mail address of xmleditorinfoPrivate inquiries.

Support policy

This policy applies to the support requests sent to e-mail address of xmleditorsupport, e-mail address of xmleditorinfo and to the private email address found in the download instructions sent to customers.

item If you own an XMLmind XML Editor Professional Edition license

You must identify yourself as a customer by using one of the email addresses registered with our customer database. (Please add as many email addresses —belonging to the same domain— as you wish by using this form.)

We'll try to answer all your questions, albeit with the following restrictions:

  • Questions related to the JavaTM API will be answered only during 3 months starting from date of purchase.
  • We'll not answer questions about markup languages (DocBook, DITA, etc).
  • We'll not answer questions about XML technologies (RELAX NG, XSLT, XPath, etc).
  • We'll not answer questions about customizing the PDF, RTF, HTML, etc, files generated by the Convert Document menu of XMLmind XML Editor Professional Edition.
  • More generally, we'll not answer questions which are not about using, configuring or extending XMLmind XML Editor as an XML authoring tool.

XMLmind is a small company and as such, does not have a dedicated support team. All your questions will be answered by the software engineers who develop our products. This means that you are guaranteed to get the most authoritative answers possible. Moreover, we'll do our best to respond to your support requests before the next business day. On the downside, we have to limit support requests to one new topic per week and per customer.

item If you are evaluating XMLmind XML Editor Professional Edition by using Personal Edition

Same support as above. However, please note that:

  • You must specify in your support request that you are currently evaluating XMLmind XML Editor and you must disclose the name of the company or organization for which you are doing this evaluation.
  • As stated in XMLmind XML Editor Personal Edition License Agreement, your evaluation period may not exceed 30 days.

item If you are a user of XMLmind XML Editor Personal Edition

Support is limited to bug reports. Moreover, we will not accept bug reports involving customizations or extensions made by third-party developers.

How to write a usable bug report?

In order to fix a bug, we absolutely need to be able to reproduce it. Therefore, please make sure to include all the following information in your bug report:

  • A description of the problem.
  • The version of XMLmind XML Editor (XXE for short).
  • The name and version of the operating system used to run XXE.
  • The version of the JavaTM runtime used to run XXE.
  • The list of add-ons developed or maintained by XMLmind that you have installed.

    The easiest way to obtain the above kind of information is to shift-click on menu item Help|About XMLmind XML Editor and then paste the contents of the clipboard (Ctrl-V) into your bug report. More »

  • If relevant, attach to your bug report one or more screenshots showing the problem.
  • If relevant, attach to your bug report any XML file and/or image file needed to trigger the bug.

Failing to comply with the above support policy will cause your support request to be automatically rejected with no explanation other than Your support request does not comply with XMLmind XML Editor support policy. Please refer to http://www.xmlmind.com/xmleditor/support.html#xmleditor_support_policy.