for users of SuperMemo for Windows
|Support Policy Statement
All users of SuperMemo are entitled to free support via the
Internet. However, we are no longer able to process all individual support
queries instantly. Please consider the documentation on the web as the primary source of support.
The following types of mail messages will still be processed in the first
- Mail with problems that may result in loss of your investment in learning (e.g. through loss of data)
- Mail with grave complaints about SuperMemo not fulfilling its promise of accelerated learning
Independently, the following types of mail will receive high priority:
- Mail with suggestions for improving the documentation
- Mail resulting from gaps in the documentation
No mail will be ignored or discarded. However, the order of processing will reflect priority, not the order of arrival.
This change in policy comes from the belief that the solution to the increasing number of support requests is not
in adding people to hurrying short e-mail responses, but to improve the
quality of on-line documentation serving many. This way we hope to shift resources from fire-fighting to
SuperMemo for Windows is well-known for its steep-learning curve. If you feel
lost, read this paragraph carefully:
Many users gradually move from being very annoyed with complexity,
terminology and design quirks of SuperMemo to being fluent and satisfied
learners! The key to success is patience, the study of the documentation, and
a gradual discovery of the toolset offered by SuperMemo! This process takes
time but the patient ones are rewarded with a new quality in learning!
Begin with ABC of SuperMemo and proceed with more complex
aspects of the program gradually. It is very important to become fluent with the
terminology and the language of SuperMemo. Your first readings will be
exhausting, but you will gain mastery over time! Continue with Step
by step guide to SuperMemo Mastery. Spread the reading over a longer time so
that it could dovetail with practical experience!
If you encounter a question about SuperMemo you cannot
answer, please follow the steps below:
- SuperMemo Documentation: Check the table of contents in this help file and try to navigate to a page
with the answer to your problem. If you do not find it there where you expected it, please
note exactly why. This is very important to improve the documentation!
Remember that in Internet Explorer, Firefox, Netscape, or Opera, you can use Ctrl+F to
search a page for a keyword you are looking for
- SuperMemo FAQ files: If
you cannot find the answer in the table of contents, try to find it in FAQ files
- Full-text search: If the answer is not in
FAQ files, try full-text
search. If you cannot find what you need
with keyword search, note down the keyword you looked for so that we can improve keyword
mapping. Remember that you can get great results by using Google and
searching for your keyword + SuperMemo
- SuperMemo Troubleshooter: Troubleshooter is a
divide-and-conquer way of navigating towards a solution
- User Community. Users of SuperMemo set up a
self-help and discussion forum at Yahoo eGroups. Browse or join SuperMemo
Forum to receive suggestions from other users
- Ask Support: To ask questions about SuperMemo, use Wiki
FAQ at SuperMemoPedia. Click Edit and write down your questions
at the bottom of the page. If you are not familiar with Wiki, write your
questions unformatted. They will be formatted/corrected for you at later
time. This Wiki system is for English-speaking users only. Please use
English or automatic translations to English.
- Support via e-mail:
If you still cannot find the answer do the following:
- Read this disclaimer: Questions sent to SuperMemo Support are used
to enhance the FAQ section at supermemo.com. FAQ questions are
automatically tagged by inquirer's name and the date of the inquiry. If
you wish to remain anonymous, please state so at the beginning of your
message (or use an anonymous mail account name). Authors of
questions do not receive any payments for their contributions
- Questions will often be answered via SuperMemoPedia (if you fail to
receive a notification, check the bottom of the FAQ
section). It is therefore recommended that you use Wiki FAQ in the
first place (as suggested above)
- For support
in English, use the following address: help(AT)supermemo(.)com. For
support in languages other than English, write to your original reseller
- Please try to explain why you could not find the answer to your problem in
on-line documentation: what you searched for, where, and with what keywords.
This is very important to improve customer service!
- Support via phone: We do not provide support by
phone in English. Check for exceptions at your local language reseller.
Limited support in Polish and English is available for registered
users of Extreme English DVD and paying customers of supermemo.net.