FAQ: What is the scope of PST Support? [34403]

• Any Knowledge Base article and E-Prime 3.0 Documentation articles
• Experiment Library and Sample Experiments
• YouTube tutorials and E-Prime Command Reference
• User Forum and Google Group

Technical Support for Users with Active Support

PST offers two levels of active Support: Silver and Gold. Silver Support is complimentary, does not expire, and provides the following:

• Unlimited web support for E-Prime issues beyond installation, version compatibility, and licensing
• A targeted first response back from PST Support within a two-business day timeframe
• Up to two support accounts

The Gold Support Plans are sold separately, are active for 1 or 3 years, and provide the following:

• Unlimited web support for E-Prime issues beyond installation, version compatibility, and licensing
• Phone support for up to three non-installation incidents per year
• A targeted first response back from PST Support within a single-business day timeframe
• Up to five support accounts

Prior to submitting support requests online (INFO: How to submit a support request and check the request's status [28276]), create/sign into your Support account and register all your PST serial numbers to gain active Support. Otherwise, you may experience a delay before receiving a response due to your request being automatically flagged as an inactive Support request. For more information, please see INFO: How to Register for Support and Access Downloads [27523].

NOTE: Gold Support plans come with their own serial number that you need to Register, unlike the complimentary Silver Support. Gold Support Plans can be purchased through the PST online store.

Active Support Assistance for E-Prime Experiment Development

Being registered with active Support (Silver or Gold) allows us to:

• Suggest methods to implement specific designs
• Highlight public sample experiments or create small, proof of concept experiments that demonstrate a feature, or design aspect of interest
• Troubleshoot errors, data logging or analysis issues, and timing related concerns
• Make occasional, minor edits to your experiments

Being registered with active Support does not allow us to:

• Create entire experiments, make major edits to user’s experiments, or implement paradigms
• Create or edit custom algorithms, novel auditory stimuli and/or graphics-based stimuli
• Troubleshoot errors or timing issues caused by running on a virtual machine, Remote Desktop, screen sharing software, or any other unsupported means
• Debug extensive user written script or unsupported integration with 3rd party hardware/software  

Active Support Assistance for Interfacing with Official PST Partners' and other 3rd-Party Materials

Being registered with active Support allows us to:

• Provide generic advice for programming outgoing signals and transmitted data from E-Prime
• Help verify that your intended outgoing signals are programmed correctly
• Troubleshoot any Chronos or E-Prime Extension Package communication issues
• Share test experiments and suggest 3rd-party monitoring tools for troubleshooting signaling issues through the parallel port, serial port, or socket
• Troubleshoot how data and signals are received or processed by 3rd-party materials when communicated through an E-Prime Extension Package or Chronos adapter

E-Prime can send and receive data through generic Windows utilities. Any provided samples for this are shared as-is. You are expected to know what signals your 3rd-party materials can receive. We can only troubleshoot and verify the successful transmission of data outside of E-Prime when you use an Extension Package, Chronos adapter or the Export option within E-DataAid. We can only assist with formatting and analyzing data within E-DataAid and E-Merge. Some PST hardware products can be used directly by 3rd-party software, such as our Celeritas device, see INFO: Differences between Celeritas E-Prime integration and HID [24670] but beyond verifying baseline functionality, we do not assist with interfacing our hardware products with non-partner, 3rd-party materials.

NOTE: You can verify if your hardware product manufactured by one of PST’s official partners is compatible with an Extension Package or Chronos adapter by referencing the respective Product Page on the main PST website (see Connect to E-Prime). You can verify if the version of our partner’s software that you have installed is compatible with our collaborative Extension Package by checking the Extension Package’s dedicated section of the Knowledge Base (RELEASE INFO: Which version of E-Prime should I use with E-Prime Extensions? [19376]).