Please read the following carefully. These guidelines ensure that you will receive fast and accurate support and will affect the support response time.

We value your time as much as we value our own time, therefore customers that follow the support guidelines will always get top priority.

You purchased our software and are excited about finally being able to create complete and balanced meals for your pets. But you are having issues trying to download and install.

Chance of getting support:

Excellent.

But before you contact us through our discussion forums, please check out the FAQs section to see if it will help to resolve your issue.

You've downloaded, installed our software, and have applied your license key. You are eager to get started but the graphs, knobs, and dials are a little intimidating. You don't know where to begin and are starting to get frustrated.

Chance of getting support:

Absolutely.

Before creating a forum discussion, please watch the getting started videos here. They were created exactly for your situation.

You've found a bug in one of our products. Kindly provide us with the steps to reproduce the issue. Squashing bugs is our highest priority. Bug reports are handled only in our forums and never by email or our social media support groups.

Chance of getting support:

Immediately.

Please create a forum discussion here. Customers who help us to solve bugs by providing steps to replicate the problem get rewarded with points.

You have complex requirements, very little time, and feel that talking by phone would be the the most expeditious way to go.

Chance of getting support:

Nope.

Please use our discussion forums.

You only have time to use our software at night and on weekends or holidays. And you need immediate support.

Chance of getting support:

Still Very Likely.

Look at the top of this page to see our support hours.

You have a great idea that you want us to implement. Fabulous. We listen carefully to the needs of our customers.

Chance of getting support:

We're all Ears.

Please request a feature in our discussion forums.

You have purchased our entry level consumer products (PDD and/or Pet Diet 365 Home) and your pet unfortunately has a disease that can be helped by a special diet. You want to start creating recipes for a specific disease condition.

Chance of getting support:

Sorry. (see below)

Please upgrade to our Pet Diet 365 Home Plus/Pro Edition, which handles single disease conditions.

Also, make sure that the disease you are targeting is available. If not, make a request and we will investigate adding the disease condition to our software.

You have PDD or our Pet Diet Home Plus/Pro Edition but you would prefer for us to design a recipe for a single disease condition for you. You are still unsure of your formulation skills even with our products and tutorials, user guides, etc.

Chance of getting support:

Very Unlikely.

We may be offering pet food formulation services in the future for a fee.

We will also most likely publish a list of veterinarians and animal nutritionists who provide this service and who use our software products for formulation.

You want help from our staff to design a therapeutic diet for your pet with multiple disease conditions because your vet is unable to provide this service. You have PDD or our Pet Diet 365 Home Plus/Pro Edition but your pet has multiple diseases.

Chance of getting support:

Zero.

Designing therapeutic recipes is a service that we do not provide, at this time.

We may provide this service (multiple disease condition diet formulation) in the future, or we may partner with external experts who use our products.

You have PDD, one of our Consumer Series products, or one of our Professional Series products, and you want to formulate "All Life Stage" pet food or pet food targeted for a large number of dogs and cats.

You need assistance with getting the formulation right. You also want to offer special diets for a few select diseases.

Chance of getting support:

Sorry. (see below)

We have a special product made specifically for producers, Pet Diet Formulator™. This product is part of our Commercial Series and will include add-ons for labelling, product mimicry, special diets, breed-specific diets, and more.

We will also offer training and consultation services.

You've been using our products successfully for months, even years, and you have not renewed your subscription. You now have a bug or other issue that needs resolving.

When you go to request help on our website, you find that you are locked out of the support section of our website.

Chance of getting support:

Little to None.

Support is available only to paying customers with active subscriptions. If your subscription has expired and you need support, please renew your subscription.

When you do renew your subscription you will receive the latest update. This update may include a fix for your problem as well as new features and new foods

You teach small animal nutrition at university. You want to use some of our products for your veterinary and animal nutrition students.

Even better, you want to design a pet food formulation course around our products.

Chance of getting support:

100 %.

We have special incentives for those who want to use our products in academia.

Contact partner@petdietdesigner.com to make inquiries.