Support Policy

Software Support Policy

The support policy provides access to our online support system and provides universities and organizations to have SAM technicians upgrade on-site installations annually and integrate Security Updates quickly after release.

Online Support System

SAM provides an easy to use, streamlined support system that allows users to submit feature requests, suggestions, critiques, and bug reports, where each is turned into its own ticket and conversation. Users may then track each ticket, contribute to the conversation, and be provided with direct feedback from the engineers and technicians actively making SAM better for you.

While we openly promote submitting feature requests, suggestions, and bugs through the Discussion Forums , having a Support Policy ensures SAM representatives and technicians are assigned directly to your account, and that any issues that may occur are addressed as quickly as possible.