The following questions and answers were created to assist customers who have questions about their delivery of Software Assurance (Support and Maintenance contracts), their Delphi 2007 or Delphi for PHP delivery

Q:      I purchased Software Assurance (Maintenance and Support) with my Delphi 2007 or Delphi for PHP product but I have not received any notification. The web shop order status mentions ‘fulfilled’ and my credit card has been charged. What can I expect?

A:       Be assured that your contract will be processed. We have a very large number of new contracts to process now that we shipped two products almost simultaneously. Contracts cannot be entered into our systems until the products actually ship. Our Support contract admin teams are working hard to handle the contracts and you will receive a confirmation and access details within the next few weeks. Should you have a technical support question in the mean time, please contact the Support team by either logging an Installation or Registration case, or contact us by phone. Details can be found on the support web site at  http://support.codegear.com.

Q. I ordered my product and SA contract sometime in early March, but did not get delivery of the product until late March, what happens to my contract?

A. All contracts that started in March will have an end date of March 31, 2008

Q: I have an active Support and Maintenance contract and did not receive my upgrade yet.

A: Most customers have received their upgrade or will receive this in the next week.If you have not received anything by April 6, and you are a Primary contact on your contract, please contact Customer Support with your contract ID and they will sort it out for you. Note that in some countries custom processes can take some time and in Asia-Pacific deliveries can take an additional week to 10 days.

Q: I received my product (as an Upgrade or a new product), but did not receive my Serial Number.

A: Because of the new delivery process, we had a few initial issues. But you should have received the Serial Number by now. If you have not received anything by April 6, and you are the person who ordered, please contact Customer Support with your contract ID or order reference and they will sort it out for you.

Q: I installed Delphi for PHP and accepted the default serial number, but when I wanted to register I receive the error message ‘Already registered’

A: You need to overwrite that serial number with the serial number you received when you purchased Delphi for PHP, otherwise the serial number of an already installed product like BDS 2006 will be picked up. If you have additional problems, contact Customer Support

Q: I ordered my Delphi 2007 or Delphi for PHP product, but did not receive anything yet.

A: Everybody who ordered in March will receive their product at the latest by April 6. If you have not received anything by April 6, and you are the person who ordered, please contact Customer Support with your order reference and they will sort it out for you.

Q: I receive an error message that the serial number is invalid when I try to register Delphi 2007.

A: Please use the serial number for Delphi 2007 and not the serial number for InterBase.

Q: I received a DVD or CD without a serial number.

A: If you ordered a downloadable product as well, that is as expected, since the serial number would be in the email confirmation and you should have received the Serial Number by now. If you have not received the Serial number, and you are the person who ordered, please contact Customer Support with your contract ID or order reference and they will sort it out for you.