Technical Support Policy


SERVICES OFFERED

•    Searchable Knowledge Base
•    Interactive Troubleshooter
•    Email
•    Live Chat
•    Telephone  (818) 906-8930

PRODUCTS SUPPORTED

•    Final Draft 10
•    Final Draft 9
•    Final Draft 8
•    The Writer app for iPad / iPhone

PERSONS SUPPORTED

Only the person to whom Final Draft software or the Writer app is registered may receive technical support for that product.  No technical support is provided to associates or relatives of the registered user.

TERMS OF SUPPORT

Live chat and English-only telephone support is available from 8:30AM – 5:30PM PT Monday – Friday (excluding major holidays).

Technical support emails will be replied to no later than the end of the next business day.

FILE REQUESTS

A Final Draft technician may request your script for troubleshooting purposes. This is a safe and secure process. Final Draft uses LiveHelpNow for file transmission. Their security protocols are described here.

All customer files sent via LiveHelpNow to Final Draft are deleted automatically by the LiveHelpNow system within 24 hours. All customer files worked on by Final Draft technicians are also deleted from their local computers upon the closing of the support ticket.

Cast & Crew Production Software, LLC dba Final Draft (“FD”) respects its clients’ intellectual property rights and their privacy and no scripts are read for content other than what is necessary to resolve the technical issue.

DISCLAIMERS

FD reserves the right at any time to refuse, restrict, suspend or terminate technical support to any customer who becomes abusive or uses foul language with any of our staff.

FD reserves the right to discontinue technical support for products as they become obsolete against new operating systems.

FD reserves the right to change terms of support and/or services offered at any time.