Software is complex - complex to use, complex to support. At Genii Software, we believe that good support is critical at all stages of our relationship with our customers. Our coexistence solutions, CoexLinks and CoexEdit, offer support as part of a paid maintenance plan, while our development tools, the Midas Rich Text LSX and the Midas Rich Text C++ API, come with free support, but whether paid or free, we strive to provide the best possible level of service, responsiveness and attention to detail.

Our commitment, and our request
We will make every reasonable attempt to provide world class support to both customers and potential customers. Please let us know if we succeed, or if we do not. Your feedback helps us to continue what works well, and improve what does not work as well.

CoexEdit and CoexLinks Support: Where to go first?
Primary support is provided by The Turtle Partnership. Secondary support is provided by Genii Software, but it is best to go through primary support first to ensure your issues are properly tracked.

E-mail support will be provided twenty four hours a day, and is recommended, as it allows both support groups to access the information provided and respond in a timely manner.

E-mail support for CoexEdit:
E-mail support for CoexLinks:

If you have difficulty getting a response in a reasonable time, you may contact our old support line at , but please start with the addresses above.

Phone support will be available from 8am to 6pm GMT, or in the United States from 8am to 3pm EDT. The numbers to use are:

From the United States, Canada, Mexico, and South America: +1 (740) 205-1126
From Europe, Asia, Africa and Australia: +44 (0) 208 819 6374

In an emergency, after hours, or if you are unable to reach anybody at the numbers above, please contact us on our sales number at +1 (216) 991-5220, and we will work with you directly.


Midas Rich Text Support: Where to go first?
The first line of support is our Support forum, which is open to both customers and those simply trying out the software. Over nine years worth of questions and answers, primarily about the Midas Rich Text LSX, are available for all. Questions may be answered by other forum members, but this is primarily a public way for us to answer questions, so we monitor the forum closely and answer most questions within a day.

Please note that our support forum does not require authentication. We appreciate your using a recognizable name to post, as it allows us to better assist you, but will welcome questions from anyone, anonymous or not.

We reserve the right to delete or modify any post containing offensive language or any other content which we deem objectionable.

What if my question is confidential or urgent?
By all means, do not hesitate to pick up the phone or send an e-mail.

E-mail support will be provided twenty four hours a day, and is recommended, as it allows both support groups to access the information provided and respond in a timely manner. E-mail support for Midas Rich Text LSX and Midas Rich Text C++ API:

Phone support will be available from 8am to 6pm GMT, or in the United States from 8am to 3pm EDT. The numbers to use are:

From the United States, Canada, Mexico, and South America: +1 (740) 205-1126
From Europe, Asia, Africa and Australia: +44 (0) 208 819 6374

In an emergency, after hours, or if you are unable to reach anybody at the numbers above, please contact us on our sales number at +1 (216) 991-5220, and we will work with you directly.

If you have difficulty getting a response in a reasonable time, you may contact our old support line at , but please start with the addresses above.

Is pre-sales support provided by a different group than post-sales support?
Good support is critical for everyone, including those evaluating the software. We try to provide the same personalized, extensive help to anyone who calls.

Why are some of my questions answered by The Turtle Partnership?
The Turtle Partnership is authorized to provide first line support for all of our products, so questions you have will often be answered by The Turtle Partnership even if they are asked here. If you have trouble getting an urgent question answered by either company, feel free to contact the other, as our goal is to provide the best, fastest and most comprehensive support available at all times, and we never want the cooperative agreement to be an obstacle, but only a benefit.