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Reality XP Technical Support Policies

Our goal for providing support at Reality XP is 100% customer satisfaction. Regardless of which Reality XP product offering is the right tool for you, we work diligently to provide the highest quality and most current technical support through our online support site.

Assistance from the Reality XP Technical Support Team is provided to customers on a per-incident basis. An incident can be submitted through our support site at http://www.reality-xp.com. Each incident should pertain to a specific topic or to a single application. The Technical Support Team will provide a personal and prompt response. The Reality XP Knowledge Base contains product updates, searchable solutions, and bug reports. In order to keep Reality XP Technical Support at its most productive, we request that all customers use the online Knowledge Base as their first-level support option.

Obtaining a Support ID

Reality XP provides a Purchase / Support ID upon purchase of a Reality XP Software. The Purchase / Support ID should be used when submitting incidents to our Technical Support Team.

NOTE: Evaluating customers will receive one incident free of charge to be used within their evaluation period.

We have developed several freeware software especially for hobbyists, enthusiasts, and those new to advanced Avionics Simulation. As a result, freeware software customers are not eligible for support incidents.

Availability

Reality XP undertakes to provide Support services at a minimum, between the hours of 8AM – 6PM EST, Monday-Friday with the exception of recognized holidays.

Refunds

Refunds will be given if the Incident submitted exposes a bug in Reality XP software, which can't be addressed or limits the usefulness of the software for what it is intended.

*Reality XP reserves the right to alter its standard Support policy using reasonable discretion.