Terms and Conditions

THE SUPPORT TERMS AND CONDITIONS PROVIDED HERE SUPERSEDE ALL OTHERS. Freehand Graphics, Inc. includes Live Agent Support for all active license holders of AccuRIP™ Emerald and Spot Process™ Separation Studio™ NXT, plus users of the genuine All Black Ink™ and Dmax™ Dye Inkjet Ink products. Active annual license users also receive free updates.

Users of previous versions/licenses can switch to annual licenses to receive the same advantages.

Previous version users have free access to self-help online documents, resources and videos as well as Live Agent Support. Agents will direct you to valuable self-help articles and videos and/or provide written solutions to user requests when available. Need extra help with a previous version? Agents will provide the best option(s), including a small fee-based service, available to users of non-shipping versions. Previous version user support does NOT include serial number license transfer/crash resets. The suggested solution is always an upgrade to the current version to receive all advantages and benefits.

Current Software Versions:
AccuRIP™ Emerald
Spot Process™ Separation Studio™ NXT

Access to Live Agent Support is via an online ticket submission.
Replies are during business hours (M-F, 9 am to 6 pm EST).

Professional consulting and training is available as fee-based support.

Live Agent Support Overview…

Freehand requires ticket submissions in order to have a written record of your issue and information. You will also benefit from having a written record and instructions to refer to. We are fully staffed with knowledgeable technicians who are waiting to assist you. Do not delay your resolution – submit a ticket as soon as you need help -answer ALL the questions asked by the technician. Facts help them help you.

Terms and Conditions of Live Agent Support
(Trial and Current Shipping License Users)

a) Trial user support is for the duration of the trial period from activation through expiration.

b) Live Agent Support is offered for the full term of an annual software license.

– Product training is available as a payable resource.
– OS, networking, hardware issues NOT supported.

Pay Support Overview

Freehand offers professional consulting and fee-based support on unsupported topics, for users outside of the support period, operating non-shipping versions (end of life), and operating previously supported (dropped) Epson hardware.

Receive training on:
Spot Process™ Separation Studio™
General computing
Screen-printing pre-press

Fee-based support is by appointment. Fees will be provided in advance of support.

The team will provide available options. A guarantee of a resolution can not be provided. A change in a user’s computer environment including an operating system or change in hardware, a loss of control or access to the serial number, no access to a properly working (user archived installer) of software can prevent an issue from being resolved and/or initiate the need to Upgrade. A recommendation of products and computer environment requirements will be provided. Upgrade to the current version to receive all advantages and benefits.

Manufacturers of hardware and software are prepared to expertly support their own products to their user-base/clients.

All issues/questions related to your Epson hardware setup (including Epson Drivers) and general operation.

All issues/questions related to file creation/preparation.

All issues/questions related to file creation/preparation.

Live Agent Support Business Hours:
Monday through Friday, 9 am to 6 pm EST (excluding holidays and office closures).


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