Before You Contact Support

IMPORTANT Please Read

Microsoft Support Schedule

Harmful Software

Gmail and Google Docs users

Technical Support Policy

General Information

Our goal is to provide the best support possible to ensure your success with our software. All XL Pro Series (Vanguard, Titanium, HomeTrex, Heritage) inspection report software comes with free technical support for one year. All XL Pro Series inspection report software includes approximately one hour of free one-on-one live remote training and technical support for 45 days from the date of purchase (subject to our fair-use policy). Telephone support is free for 90 days from the date of purchase and email support is available for one year from the date of purchase.

All XFA Series (WindSurance, InspectorLogic, et al) inspection report software comes with free technical support for 90 days unless otherwise specified. All XFA Series inspection report software includes approximately 30 minutes of free one-on-one live remote training and technical support for 14 days from the date of purchase (subject to our fair-use policy). Telephone support is free for 30 days from the date of purchase and email support is available for 90 days from the date of purchase. Premium support plans can be purchased separately.

We are generally unable to provide free technical support for third-party software (such as operating systems, PDF print drivers, PDF editors, PDF readers, and Microsoft Office). However, we will attempt to provide limited technical assistance with certain third-party software during the first 30 days in order to help ensure your success with our software.

Live Support

Live support is available during normal business hours on a first-come-first-served basis. All support is initiated by submitting a technical support request. Once a support ticket or incident ID is issued, you may call for live support. Please have your ticket or incident ID available when you call. If a representative is not available when you call, your call will be returned in the order in which it was received.

We regret that we are unable to provide free live support by appointment because of the very high incidence we have experienced of customers not being available at the appointed time. It is usually possible to do live support the same day with a customer if the request is made by mid-day. In most other cases, live support is available within one business day.

If it is necessary to set a specific time, we treat the request the same as we would for an inspection or any other consulting appointment and charge a fee for the appointment. In such cases, the customer is not paying for the technical support but is paying for the support person's time-slot. The minimum amount of time that can be reserved will vary based on the day and time requested but will typically be two to four hours.   

Free live remote support is limited to within 30 days of the purchase date for PCs that have software installed that is known to be harmful and is listed on the Harmful Software list. Management Science International Inc. (dba Best Inspectors Network and WindSurance) cannot be held responsible to any computer that has software listed on the Harmful Software list  installed on it.

*Free live remote support is available to all users of BestInspectors.Net software for a limited time.  Software is licensed for one user only. Technical support will be provided only to the registered user of the software or a single person designated by the user.

Microsoft Software

Effective October 1, 2013 we no longer provide technical support for Windows XP or MS Office 2007. Microsoft has ended support for all versions of Windows earlier than Vista and all versions of Office earlier than 2010. Core system software changes over time and it eventually becomes impossible to maintain compatibility with older software.  Our policy is to support the two most recent versions of Windows and Office.

Android Operating System

Android is an open source operating system. That means that individual publishers can alter the operating system to suit their needs and preferences. In doing so, they may limit the operating system's functionality or render it incompatible with other software. As a consequence, we are only able to offer very general technical support for our PDF reports running under Android.  Android does not support Dynamic PDF. Our universal PDF reports are tested on Samsung tablets in conjunction with QPDF Notes. The reports are all operational when published but not all features are supported by the Android operating system and QPDF notes.

How to Use The Videos and Manuals

Many of the most common software questions apply to more than one program.  Likewise, many of the features of our inspection reports, business, and training software are available in more than one more than one program.  The online videos and user's manuals are categorized by topics rather than by individual programs.  Screen shots and descriptions may not exactly match what you see on your PC because of differences in appearance of the programs on PCs with different configurations.  If you are not able to find the information you need, you may call technical support at 407-401-9298 (US), 213-291-1717 (US), or 416-628-1390 (Canada).

Note: "XL Pro" is the name for a complete family of reports.  When calling or writing for technical support, please refer to the specific XL Pro edition (Titanium, HomeTrex, Vanguard, Heritage, Legacy, etc).