Support

Support for our DRM digital rights management products

We are one of the leading DRM providers, offering solutions to effectively protect your PDF documents, training courses, and digital content.

End User Support

Locklizard does NOT provide direct end user support for our free Viewer software.

Consult the LOCKLIZARD KNOWLEDGEBASE
If the solution to the problem you are experiencing is not here, or you need an additional Viewer license, then contact the company you purchased protected documents/ebooks from. We do NOT have access to Publisher administration systems.
Document controls are set by the Publisher and not Locklizard.

A general help page is available here:

Publisher Support

If you have a support agreement then email support.
If you are evaluating, or purchased our DRM software in the last 30 days, please contact your sales account manager.
To log bugs use our bug report form.

Support hours:

Monday to Friday 8.00am to 5.00pm EST

PLEASE SEARCH THE LOCKLIZARD KNOWLEDGEBASE BEFORE SUBMITTING A QUESTION TO OUR SUPPORT TEAM.

	Knowledge Base
Find immediate answers to error messages, issues, and FAQs.

	Video Tutorials
Learn how our products work – from protecting to viewing documents.

	Product Manuals
Manuals for our PDF Security Software and DRM product add-ons.

DRM Support Terms

Support for publishers

Support is ONLY provided to Locklizard customers (publishers) who have purchased support and those evaluating our DRM products.
Publishers receive 30 days of free email support from the software purchase date.
The support service is provided by EMAIL only – a telephone based support service is not currently available. Support requests may be made by any of the Administrators of supported application(s).
The target response time is within one business day of receiving the support request. Critical requests may be addressed as urgent, and will be reviewed by Locklizard to determine the speed of response that will be provided.
Our support service covers the operation of the Writer and Viewer applications, and, where Locklizard are providing the hosting service, the operation of the Administration system.
You are welcome to link to our Viewer support page which provides useful information for end users.

Support for end users

Our DRM support service and maintenance contracts are only provided to publishers and not to their customers (end users using the free Secure Viewer software), or third parties.
End user support issues must be handled through the publisher and logged by the publisher to our support team.
Publisher’s customers (end users) are however provided free access to the Locklizard Knowledgebase, which is publicly available.

Software updates

All publishers are provided with access to updates to the Release of the Writer/Administrator that was originally purchased. Updates are provided by Locklizard by making an update to the Writer/Administration system available for electronic download from one of their web sites. The release and availability of updates will also be announced by Locklizard and the registered contact for the publisher account will normally also be notified by email.
There is no fixed schedule for providing updates. The Writer application is programmed to offer a check for an available update every 7 days, and will ask user permission to carry out an update if one is available. Publishers should evaluate the suitability of implementing a Writer update before making any changes to their operational systems. Publishers should be aware that the introduction of an updated Writer application may require their customers to update existing Viewers in order to handle updates and corrections
Locklizard Viewer applications programs are regularly updated by Locklizard to incorporate error corrections and to add new features and capabilities. Viewer updates are made available for automatic download for all Viewer users without the need for intervention by publishers.

Own Server hosting

Locklizard will support Writer and Viewer problems under this support agreement. Any other problems reported with own server implementations will only be investigated by Locklizard Support on a time and materials basis. Separate details of this service are available on request.
Where publishers are hosting their own Administration servers, if they have a support agreement, updates to the Administration server scripts and database structures will be made available, together with release notes, for their own implementation. To be eligible for free upgrades to the latest release, support must have been purchased every year since the initial installation of the software. If you purchase support at a later date you have to pay to upgrade your installation to the current version before future free upgrades become available.
Installing upgrades is the responsibility of the Publisher. If you want Locklizard to install upgrades, you must purchase our installation services.

Customer Testimonials

We needed to deliver e-book versions of our handbooks while not compromising on security and digital rights. Safeguard PDF security is easy to use and intuitive.

The implementation was painless and we now have a greener, more secure way of distributing training manuals.
Locklizard’s PDF protection is exactly as described – the features are highly effective and I would give it 5 stars.

I would recommend Locklizard to others - their security is simple to use and fit for purpose. It meets common needs of businesses who have information they want to protect.
We would be happy to recommend Locklizard to any company needing a flexible way to secure PDF files.

Safeguard PDF Security has provided us with a very workable solution for sharing of information in a secure fashion. The support has been excellent and very accommodating.
We can cut accounts for a user five minutes before his class starts and he is ready to go. Happy smiling customer, while we still have security and personalized watermarking.

I have immense respect for the product and Locklizard provide great customer satisfaction and service.
We would recommend Safeguard to other companies for its security, cost and ease of use. It does what we expected it to do and more.

Ease of use is a bonus and the implementation was very easy. The product manual is excellent and Locklizard staff are very accommodating.
We sell a highly valued educational product in an open and competitive market so it was important to ensure we had effective security to protect our digital rights.

We highly recommend Locklizard - a professional company with a competitive and professional PDF Security product.
We would absolutely recommend both Locklizard as a company, and Safeguard PDF Security. It has transformed our study materials to the next level.

Not only did this increase sales, but we also believe that it has increased our customers’ ability to learn, which is even more important!
We would recommend Locklizard Safeguard to other companies that need to protect PDF reports. Customers have found the process of accessing the protected documents to be seamless.

Implementation was easy and technical support has been very responsive to requests for help.
Our company would without reservation recommend Locklizard. Their document DRM software opens up delivery of our new products in a timely fashion while knowing that the content will remain secure.

The return on investment to our company has been immediately evident.
We use Safeguard to make sure that documents cannot be opened outside our local network or from a unauthorized computer in order to copy or print the documents.

It is the most feature rich, affordable, & simple to use PDF security product on the market.
Safeguard PDF Security is simple to administer and meets our needs, consistently delivering secured manuals to our customers with ease.

Return on investment has been elimination of many man hours, printing resources and postage – it is estimated that costs decreased by 50% or more.
We would really recommend Safeguard PDF Security to every publishing company for managing ePubs or e-books securely. It is easy to secure PDF files and simple to distribute them to our authorized customers only.

Locklizard also provides a good customer support experience.
The ROI for us is incalculable. We have the security of knowing that our proprietary documents are secure. This is the entire value of our company.

I would most certainly recommend your PDF security product and already have. The ease of implementation was surprising.
We can now sell our manuals without the need to print them first, saving time, money and helping safeguard the environment.

We would recommend Safeguard PDF DRM – it is the perfect solution to sell and send e-documents securely whilst making sure someone cannot copy them.
We would recommend Locklizard to other companies without hesitation.

Their PDF DRM products provide a manageable, cost effective way to protect intellectual investment and they are always looking for ways to improve them. Moreover, their staff provide an excellent level of support.