Support Policy

Technical support is available for any installation or usage issues related to LogicGem. To resolve your support issue, it may be necessary for you to update the Windows operating system to use the current LogicGem release. Support staff may request additional information required to reproduce the problem, including your application option settings, screenshots, and copy of the decision table file.

Standard Support

Your LogicGem license includes unlimited e-mail support, and you should typically receive a response by the next business day. You are also entitled to free updates for the current release and are notified whenever a new release has been published. Standard support also includes access to all online support resources such as the knowledge base and technical reference documentation.

Supported Platforms

LogicGem can be used on both 32-bit and 64-bit versions of Windows. The minimum supported version of the Windows operating system is Windows 7 on the desktop, although we recommend using at least Windows 10. The minimum hardware requirements in terms of memory and disk space are generally the same as for the Windows operating system itself.

Support for an operating system will be provided during the mainstream and extended phases of the Windows operating system life cycle and terminated when the operating system reaches the end-of-life. Once support has ended for a platform, developers may continue to use self-help resources. However, technical support, product updates and hotfixes will be unavailable unless the reported problem can be reproduced on a supported platform.

Windows 11

LogicGem is fully supported on Windows 11 Home and Pro editions. Microsoft will no longer provide security updates for versions of Windows 11 prior to and including the 21H2 update which was released on October 4, 2021. Although LogicGem will still work on these older versions of Windows 11, it is recommended you install the 22H2 update and all current security updates for the operating system.

Windows 10

LogicGem is fully supported on Windows 10 Home and Pro editions. Microsoft will no longer provide security updates for Windows 10 Build 1909 and earlier versions. Although LogicGem will still work on these older versions, it is recommended you install the 22H2 update and all current security updates for the operating system.

Windows S Mode

Windows 10 and Windows 11 have “S” editions which are primarily offered on laptops and tablets which use a streamlined version of Windows that has fewer resource requirements and only supports installing software through the Microsoft Store. LogicGem has its own application installer and cannot be installed on a system which uses “S” mode. However, you can switch your device out of this mode to the full version of Windows at no cost.

Windows 8 / Windows 7

Although Windows 8 and Windows 7 are no longer supported by Microsoft, we will continue to support those platforms with the current version of LogicGem. We understand that some organizations are still in the process of transitioning to the current version of Windows. LogicGem will continue to be tested on these older versions of Windows which have reached end-of-support with Microsoft.

If you are using Windows 8, make sure the operating system has been upgraded to Windows 8.1. If you are using Windows 7, it should have Service Pack 1 (SP1) installed. Both operating systems should have the last security updates which were released for the platform. If you encounter a problem with LogicGem on a system which has not been updated, we may request that you update them.

Windows Vista / Windows XP

Microsoft ended support for Windows XP in 2014 and extended paid support for Windows XP was discontinued in April 2019. LogicGem is not supported on these platforms and the installer will warn you if you attempt to install the software on any version of Windows prior to Windows 7.

Product Updates

Product updates are changes and improvements made to the current version of the software. An update will change the product build number but will not change the major version number. For example, if the current version of LogicGem 4.0 is build 4000 and a new version is released which is version 4.0 build 4015, this would be considered an update. A new version that changes the version number, such as version 3.0 to version 4.0, is considered an upgrade.

Product updates are free to all licensed end-users and can be downloaded from our website. When a new update is released, we will provide information on this site, and we typically send email notifications to customers. You can also check for updates within LogicGem by selecting Help | Check for Updates from the application menu.

Product Upgrades

A product upgrade is a chargeable upgrade indicated by a change in the major version number for the product. A product may be upgraded to the current version at no charge under the following conditions:

  • A previous version of the product was purchased no more than thirty days prior to the release date of the current version.
  • A version of the product was purchased which includes upgrade protection as part of the package.
  • Extended support options were purchased with the product which includes a free upgrade to the next release.

If your LogicGem license was purchased more than thirty days ago and does not include extended support options or upgrade protection, it will not be eligible for a free upgrade to the next version. Currently, there are no versions of LogicGem which include upgrade protection, but this may change in future versions.

Hotfix Updates

A hotfix is an intermediate correction to a product or specific component in a product and is indicated by a change in the build revision number, but not the major or minor version number. Hotfixes are not complete product updates and typically consist of the updated program or component, along with documentation about the correction. A hotfix may not be regression tested and may contain changes that are not documented in the current online help or technical reference documentation.

  • A hotfix may be created to correct a problem that was reported by a user or discovered internally during product maintenance.
  • A fee-based hotfix is made immediately available to the user who has purchased an extended support option.
  • A hotfix will no longer be supported after the subsequent release of a new build which contains a later version of the programs and/or components included in the hotfix.

Hotfixes are designed to address critical problems that require immediate attention. A hotfix should only be installed when it is determined that it corrects a specific problem affecting the end user, or when specifically directed to do so by technical support staff. In most cases, is it recommended that users wait for the release of the next build rather than install individual hotfixes.