Do you need technical help or information about any Okino products, with
answers direct from our programmers? If so, please
email us right now.
We typically respond within a few minutes to a few hours (depending on the time of day), 7 days a week.
Too many companies shield their senior development
teams from outside questions using forums and first + second levels of technical support people.
Okino is a company run first and foremost by developers and as such answering your questions
directly results in the best and most efficient use of our software in your hands. Also, almost
every customer has unique questions relating to their use of PolyTrans & NuGraf in their
enterprise, and hence we prefer to provide personal one-on-one answers and discussions.
Please include your product serial number (which is available from the 'Help/About' splash screen) so that
we immediately know which verison you own. If you have not registered with Okino before then please include your full product registration information
as well so that we may update our database. You can register online now.
Alternatively, to receive information about updating your current version of NuGraf or
PolyTrans please send email to email@example.com
with your product serial number and any optional add-on serial numbers.
If you have not registered with Okino before then please take a moment and
follow the prompts of our online registration wizard.
Register your Purchased Product Online
If you have recently purchased a copy of Okino's NuGraf or PolyTrans software
then please take a moment to register the ownership of the product with us.
The online registration wizard will prompt you for the product serial number(s)
and your contact informaiton.
Online FAQs and Knowledge Base
Our online FAQ and Knowledge Base system contains answers to many common questions
as well as information articles and suggestions.
Email is always the most efficient and direct means of
communication with us since Okino internally runs on a wide-world business time clock, not a North
American aligned time clock (our primary customers are in Japan, Germany, UK, Sweden,
the Neatherlands and the USA, all of whom can communicate with our same staff at some point during
their world-wide business day). We do not work on a limited "9 to 5pm" work schedule relative to your
local time zone.
A Little Background and Some Insights into Okino Technical Support
It has come to be expected by some software users that once they buy a software package they will rarely see software updates again or be able to contact the company's technical support service. Okino would like to make its NuGraf and PolyTrans users aware that it provides good, direct, fast and friendly technical support to all of its registered customers. Some larger companies staff their technical support departments with "front line" people that shield the customers from the programmers whereas at Okino all technical support and pre-sales questions, answers and suggestions are provided directly by Okino programmers. We place our very lifeblood into the development of our products and stand behind them completely - this is a statement you will not often hear from a larger organization. We find it unfortunate at times that new customers approach our technical support programmers "wielding a stick", only to realize a few days later that we've a bunch of friendly and helpful people to deal with - often we don't go home until we get the job done, or we will often get answers to customers at unusual hours of the day or week (many of our customers know about this!). Luckily all of the "stick wielding customers" have turned into some of our best customers, and many of our customers we know personally after years of friendly email conversations.
The key point is, if you don't email us, you won't get an answer to your question or find out if your problem is
easily fixable. If you need a software fix, we'll email you the code the same day or when we can arrange a fix with
a third party supplier.
Another common belief amongst software users of newly purchased packages (in general, we believe) is that "they
they are the first people to ever use the software product". Please keep in mind that you are not the first person to use Okino software; NuGraf and PolyTrans have been under development since 1988 and have been evaluated or purchased by tens of thousands of people; as such any past lurking problems in the software have been quickly fixed due to this large user base. If there is a major
problem with the software, we would have fixed it the day after its major release. Any minor problems are fixed by
Okino programmers and returned directly to the customer. Nonetheless, we make fixes/changes/improvements to the software every day, as directed by our customers, so please email us!