We offer BASIC and free technical support to all our customers via email. We will help you with issues regarding the installation and configuration of our product. Email support is available between 9:00 AM - 5:00 PM EST. Response is typically within 48 hours.

You can reach BASIC support via If you are not our customer and you need some general information regarding Formal Media or feel free to CONTACT US, we will be happy to answer your questions.

PREMIUM support is available via phone or web conference at the rate of $99 per hour. The first hour would be used to assess the scope of the support required and to identify whether it is in a bug in the software. PREMIUM support includes hands on assistance with installation, setup and customization of the product in question. If you would like more information on PREMIUM support please CONTACT us at

Support Hours

We usually answer questions Monday to Friday, 9am-5pm, Eastern Standard Time ( GMT -5 ). We strive to reply to all questions within 48 hours.

Support Duration

 BASIC support is offered for a 30 day period on single purchases starting from the day of the purchase.

 PREMIUM support is offered for the scope and duration of the services purchased.

Extent of our support

We only cover support for our products and we cannot give support that isn’t related to our products (E.g. third-party plugins).

 We may not offer direct code customization as a support service.


As part of our professional services we will help you with customization, branding and systems integration.

Bug Fixing

It is our commitment to fix all bugs as quickly as possible after they are brought to our attention.

If you discover any bug please contact us at any time. Thank you!