Product Support Statement

Dolphin takes a whole life approach to product development, customer service and after sales service. We pride ourselves in the quality and level of Product Support we provide to all our customers. Our goal is to continue to provide Product Support that is second to none.

Along with Dolphin's high level of expertise and high quality products comes exceptional customer service. Support enquiries can be made via our website and to our Product Support desk via email or over the phone. Our local rate telephone number is available within the UK from a BT landline.

For our international clients, including individuals, corporate organisations, original equipment manufacturers and major institutions, Dolphin's global distribution network comprises dealers and manufacturers who offer customer advice and Product Support services. These dealers are active throughout the world so advice and support is always on hand.

Full Product Support is available for all registered users and is currently available from Dolphin for the lifetime of your product.

Product Support Options

A variety of Product Support services can be obtained online which are especially useful outside working hours. They include:

An online Knowledge Base with search capabilities.
Product information and Brochures.
Product Tips and Tutorials.
Links to Discussion Forums where users can ask questions or share tips and tricks.
Information about available updates and upgrades.

What is supported?

Dolphin provide Product Support for Dolphin Computer Access Ltd. products and some products re-sold by Dolphin such as Index Embossers. For full details of support/warranty conditions please read the Dolphin warranty statement.

For all other third party products you must contact the product manufacturer or the manufacturer's agent of that product. Please note that whilst Dolphin sell third party products such as Dell PCs, HP Printers and Canon scanners, support for these products is supplied by the manufacturer or the manufacturer's agent of that product.

Getting Product Support

For support for Dolphin Computer Access products the following steps should be followed:

Read/listen to the Dolphin product documentation provided with each software product. Answers to most questions relating to using Dolphin products can be found in the documentation supplied with the Dolphin products.
Search the online Knowledge Base - our searchable database contains solutions to many common queries you might have with your Dolphin product.
If your issue cannot be answered using our online resources then you can fill out a web based email Support Request.
For products purchased directly from Dolphin, support can also be obtained by contacting Dolphin Product Support directly, depending upon the product you wish support for this can be by sending a letter, fax or by phone. The various Dolphin products have various types of support available for them, please check your product documentation for details of the support that is available for a specific product. Please note that if you purchased your software from a Dolphin Dealer then you must contact your Dolphin Dealer for Support. To contact your nearest Dolphin dealer please use the Dealer directory.

Information we need from you to provide support.

If contacting Dolphin Product Support by letter, fax or telephone make sure you can supply the following information:

Your full contact details; this should include name, address, postcode, telephone number and email address.
Dolphin product name.
Dolphin product version number.
Dolphin product serial number.
Your computer specification; this should include Processor type, processor speed, amount of memory, video card model and sound card model.
Operating system Dolphin product is being used on, e.g. Windows XP or Vista.
Detailed description of the issue; this should include what the issue is, which software applications are in use e.g. Microsoft Word, the version numbers of software applications in use e.g. Microsoft Word XP and how to replicate the issue.

Product Support