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Frequently
Asked Questions
Please find below a number of
frequently asked questions and answers in relation to
purchasing, licensing and general issues. If you cannot find the
answer you are looking for, please feel free to contact
us.
Purchasing
Can I buy your software with a purchase order?
In some cases, we will
accept purchase orders from legitimate Government and
Law Enforcement Agencies for multiple licences. Our preferred method of
payment is via credit/debit card or UK Currency cheque.
We will not accept purchase orders from software
resellers, or where the software is purchased for a
third party. Please contact us to discuss
purchasing options.
My agency/company does not allow credit card payments. How can I buy?
If you are unable to purchase with a credit or debit card, you
may be able to buy with a purchase order.
Purchase orders will only be accepted for multiple
licence purchases and will not be accepted from software
resellers. If you have received a formal quotation from us, you can return this by email
along with a purchase order. An invoice will be sent
along with your software licence keys. This invoice is
then payable within 30 days. (Please note,
Invoices will be in GB Pounds).
What payment options are available?
The easiest option to purchase our software is by
credit/debit card. This can be either online
via this website, or by telephone. Please
telephone us if you wish to provide credit card details
and make a purchase. For our contact telephone
numbers, please go to the [Contacts
Page].
The online credit card transactions are
processed by PayPal. A PayPal account is not
required to make a purchase, they simply process the
transaction. If you do have a PayPal account, this
can also be used to make the purchase.
We can also accept payments via cheque or bank transfer with a purchase order transaction.
My agency/company requires a Form W-9 or W-8, can you provide one?
As we are based in the United Kingdom, we are not required to complete form W-9.
We can provide a form W-8BEN on request for purchase order transactions.
Please contact us to let us know if you need one of these completed.
Do I have to pay for shipping?
If the purchased software
is licenced via a USB security dongle, you will be
required to pay for shipping.
Will we receive a software box, printed manual or CD?
No. We distribute all our software electronically so
that we are able to keep costs down and to comply with
UK VAT rules.
Can I pay in US Dollars?
In some circumstances you
may be able to pay in US Currency. We
accept cheques and bank transfers in US currency.
Please note, there is a $30 surcharge when paying in
currency other than GB Pounds due to currency exchange and bank
charges. Quotes are valid for 30 days.
How much are your products in US Dollars (or other currency)?
To calculate how much our
products cost in your currency, use the currency
converter below.
Can I purchase your software from a reseller?
We do not sell our
software via resellers. Sometimes an agency or
company can only purchase through resellers. In
these circumstances, the reseller may purchase licences
from us.
We are a reseller, can we purchase from you?
As a reseller, you can
purchase licences from us on behalf of a customer.
However, we do not offer volume discounts to resellers.
If you wish to purchase via purchase order,
licences or hardware keys will not be sent until payment
has been received. Further charges may be
applicable.
How long does it take to receive a licence?
The licence key generation process is manual on
confirmation of a successful purchase. We will
generate your licence keys and email them to the address
provided.
Please remember that we are in the United Kingdom so our
time zone in GMT. We will endeavour to generate
and send licence keys within 24 hours of purchase.
Normally, licence key files are generated within 2 hours
of purchase.
Software Licensing
I have purchased a single licence. Can I install the software on my laptop as well?
No you can't with our current licencing scheme. You
will need a separate licence for each workstation you
use. At
the moment, your licence can only be installed on one
computer system at a time. We are currently
integrating a dongle protection system into our software
which will allow you to install our software on multiple
computers.
How long does a licence last?
Our current licences are perpetual, which means they are
valid for use during the full major release of a
software product. With certain products and
version releases, there may be a small maintenance
charge to get access to version or major updates.
What name should I use to register my software?
This is entirely up to
you. You may wish to register the licence name in
the name of your agency, company or unit.
Alternatively, if your licence is a personal licence,
you may wish to use your own name.
Please note that licence
name changes are at the discretion of Digital Detective
Group Ltd. Licence name changes are subject to a
minimum charge of £25. Please contact us to
discuss licence name changes. Please note that
licences cannot be transferred to a third party.
Can I change the registered name for my licence?
Licence name changes are
at the discretion of Digital Detective Group Ltd.
Licence name changes are subject to a minimum charge of
£25. Please contact us to discuss licence name
changes. Please note that licences cannot be
transferred to a third party.
Can I sell or transfer my licence to a third party?
No, this is not permissible.
Do you provide a dongle version?
We will shortly be producing a dongle protected version
of our software.
Dongle protection will allow the user to install on as
many machines as they like and run the software with a
dongle connected. This will make life much easier,
particularly when using the software on a laptop and
within a lab environment.
What are the restrictions on an Educational Licence?
Educational licences are
not to be used for commercial digital forensics work
under any circumstances. They are for educational
purposes only. Educational licences cannot be
upgraded for commercial use. Please contact us if
you are interested in purchasing educational licences to
establish eligibility. Please note, we provide
educational pricing to non-profit training
establishments only. We do not provide educational
pricing to individuals.
General Questions
What are your office hours?
Our office hours are 0900 - 1800 hours. We can be contacted via email outside these hours. The support portal is monitored outside normal working hours; however, we are
in the United Kingdom, so our time zone is GMT/BST.
How do I get support for your software?
There are a number of ways to obtain support on our products. The primary route is via the online support portal. The portal allows you to register and create a support ticket
which you can then track.
The portal also has a facility to allow you to upload screen shots and other files. When you submit a support ticket, you will receive an email containing the tracking number. Our support engineers will contact you as soon as practicable.
If your problem is not directly related to our products, or related to a general forensic issue, our forensic and product forum may have the answer. The forums are full of useful information and tips. Please read the joining instructions very carefully when submitting your application.
I think I have found a bug/issue with your software. Where do I report it?
If you have found a bug in our software, please use the support portal to report it.
This will allow us to deal with your issue effectively. Before creating
a support ticket, please ensure you have the following information:
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Your licence ID - this can be found in Help >> About
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The exact version and build of the software you were
using.
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The type of operating system you were using and any
service packs installed.
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You will need to provide us with accurate
instructions on how to recreate the issue you have identified.
If you can provide screen shots of any errors, this will
help to track down the issue and allow us to see what
the problem is.
Do you provide software training?
Yes we do. We are currently developing new digital
forensics courses which should be available in 2010.
We will announce the course dates as soon as they are available. Courses will be available to law enforcement and the corporate sector. Previously, our training has only been available to law
enforcement personnel.
How do I install your software?
Our software is quite easy to install. Download the setup from our website. All the setup files are stored within a zip archive file.
The latest versions are available in the registered user section, or from our download page.
Each zip archive has been MD5 hashed so that you can validate the
integrity of the archive.
Once you have downloaded the archive file, extract the setup file from it.
Before you run the setup, please ensure that the Digital
Signature is valid and that your setup file has been
signed by Digital Detective Group. Further
information on signing can be found here:
Digitally Signed Software.
If the software does not show a valid digital signature,
do not use it.
Once this has been verified, run the setup file and follow the instructions.
Please ensure that you install your licence key in the correct place.
Where do I install my licence (*.lic) file.
For full details on the installation of licence keys,
please visit our
Knowledge Base.
Why does your beta software expire?
Our beta software has a built in expiry date.
As a beta tester, it is important that you are testing the most up to date versions of our software.
How do I access the registered user area?
The username and password to access this area was provided to you when you purchased your software.
Please check the original email which contained the licence keys.
This information is also provided in a sticky thread in the product forum.
Where can I download the manual for your software?
The username and password to access the area which contains the manual was provided to you when you purchased your software.
Please check the original email which contained the licence keys.
This information is also provided in a sticky thread in the product forum.
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