Support

Contact Support

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 Fidelity and CoexEdit, and development tools, the Midas LSX and Midas Rich Text C++ API, offer support as part of a paid maintenance plan. Pre-sales support for customers with valid evaluation licenses is available as well. Regardless of whether you are evaluating one of our products or are a customer on a maintenance agreement, 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.

Support: Where to go first?
Primary support is provided through email except in cases of critical, time sensitive issues. Critical support will be provided by phone, but it is best to go through primary support as well to ensure your issues are properly tracked.

Phone support will be available from 8am to 5pm EDT except on U.S. Federal holidays. Please call one of the two support numbers below. If we do not answer, please leave a message and we should return your call within two hours (usually less):

+1 216-991-5220
+1 216-318-3148

E-mail support will be provided by using the following email addresses. In most cases, we will respond to your email within half a business day, although it may be longer on weekends or holidays.

E-mail support for CoexEdit:
E-mail support for CoexLinks Fidelity:
E-mail support for Midas LSX and Midas Rich Text C++ API:

Is pre-sales support provided by a different group than post-sales support?
Good support is critical for everyone, including those evaluating software solutions. We try to provide the same personalized, extensive help to anyone who calls, though in the case of a conflict of resources, we must prioritize those on paid maintenance.

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