The new policy comes after a long hiatus during which Matterform staff was unable to provide technical support for its products. We thank our customers who were patient with us during this difficult transition time and hope that our new policy will enable us to meet your service needs while continuing to provide innovative software for the Macintosh platform.

“Tech support is always the number one challenge for a small software company,” said Michael Herrick, president of Matterform Media. Matterform implemented the new policy after learning that 3% of its customers were generating 95% of the technical support volume, seriously impacting Matterform’s ability to produce new versions and new products.

“We felt it was important to continue providing some level of free support,” Herrick said, “while putting the brakes on the unlimited policy we had before.”

The Matterform Web site publishes complete details on the new tech support policy.