Song Surgeon has a fully staffed Help Desk that provides 24 hour response time during the M-F workweek. This Help Desk contains a support ticket system, a Knowledge Base, and Download Links to all versions of the software, including older versions.
In addition to the Help Desk, Song Surgeon also utilizes the Telephone and a Remote Assistance System to provide non-routine support on an as-needed basis. The use of these two support methods is initiated by Song Surgeon support staff at their discretion.
The Song Surgeon website also has a series of Training Videos which we highly recommend. These videos cover all of the functions found in Song Surgeon and will answer most questions.
All initial support requests should be initiated through our Help Desk. Please do not try to email or call. We need the written details of your problem in order to effectively assist you.
The purchase of Song Surgeon entitles you to unlimited FREE support to all aspects of the Help Desk with the
exception of Incident Support Tickets. Customized responses to your personal Incident Support Tickets
are limited to the following periods specified below.
After this specified period the use of the Ticket System is subject to a fee, depending upon the issue. If it is due to a bug on our end, there will be no charge. However, if it is due to something other than a bug in the software, you will be asked to extend your support plan another year, before we respond to your ticket.
Standard Version - 12 months of free support.
PRO Version - 24 months of free support.
You can purchase an extension to your Support Plan at any time by going to the Shopping Cart. We have also provided a link below, to the Help Desk, for your convenience.