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PLATESOFTWARE

Report a bug

Tell us, and we put time back on your subscription

You are running this software in a production shop all day. You will find things we did not. When you report one, we put time back on your subscription as a thank you. The tier depends on what the fault actually costs you, and it is goodwill rather than a contract.

Report one nowBack to support

The tiers

What a fault is worth

  1. One month

    Stops production, or lets bad output through

    A fault that halts plate production, destroys work, or produces output that is wrong in a way the checks should have caught.

    • A plate prints with the wrong spacing, character set or markings and the design check passes it
    • Saved projects are lost, corrupted, or open with the wrong content
    • A valid licence stops the application producing output

  2. Two weeks

    A feature does not do what it says

    Something documented does not work as described, and the workaround costs you real time.

    • A size, template or printer profile does not apply the values it was given
    • Calibration does not persist between sessions
    • An export or print preview does not match what is printed

  3. One week

    Wrong, but you can work around it

    A genuine defect with a straightforward workaround, including anything misleading in the interface or the guides.

    • A control is mislabelled, or a dialog reports the wrong value
    • A guide describes a screen that has since changed
    • A layout fault that makes something hard to read or reach

01The rules

How it works

Short, because a scheme with more conditions than tiers is not a scheme anyone uses.

  • We need to be able to reproduce it. Tell us what you did, what you expected and what happened, and attach a diagnostics bundle if you have one.
  • The first person to report a fault is the one it counts for. If it is already on our list we will tell you, and say where it sits.
  • We decide which tier a fault falls into once we can reproduce it. If you think we have called it wrong, say so and we will look again.
  • Time is added to your current subscription. It does not stack beyond twelve months in advance, and it has no cash value.
  • This is a goodwill scheme. It is not a contract, it is not an offer, and nothing here is meant to create a legal relationship or a right you could enforce against us. We decide whether to make an award at all, and we can change the scheme or stop it whenever we like. We run it because a fault you tell us about is worth far more to us than the month it costs.

What to send

What you did, what you expected, and what happened instead. Screenshots and a diagnostics bundle from Help → Diagnostics make it far quicker to reproduce, and a fault we can reproduce is a fault we can pay for.

Email support@platesoftware.co.uk

Security issues go to the same address. Please give us a chance to fix it before telling anyone else.