Software Security FAQ Support

Delcam have been in the CAD/CAM software business for over twenty years. We operate world wide and probably have a sales/support outlet near you. Our website contains more information about us, our history.

We're a multi-national company, if you'd like our agent in your area to contact you with more information about our operations locally, you can enter your details in our contact form and we'll be in touch.

We don't try to hide any of our contact information. You can find a complete list of address, 'phone and fax numbers, e-mail and web contacts, below. Our UK company registration number is there too, so you can check up on us.

We are a UK "plc". This is the most regulated business organisation in the UK with the strictest requirements on accounting practices.

Our 2005 sales exceeded £24,000,000. Our on-line income is only a small percentage of this.

We use a secure server for on-line transactions (see Q2: How secure is the voucher server ? and Q3: What is Secure Socket Layer (SSL) ?) and do not store your credit card details (see Q4: Where are my credit-card details stored ?).

The security between your browser and our voucher server is Secure Socket Layer (SSL).

When we ask you for payment details, the web form is on a secure web server with an SSL certificate. Our certificate comes from Verisign, one of the major certification authorities. You can be sure that we are using SSL for the communication because the web address of the page begins with https rather than http, and your browser's "secure sign" comes on. This sign is the closed padlock in Internet Explorer and newer versions of Netscape Navigator, or a complete (rather than broken) key in older versions of Netscape. You can also check (by looking in the HTML source code for the page) that the CGI program being run by the form is secure, ie. it too has an https address.

You can check we are who we say we are by getting VeriSign to confirm our certificate. To find out more, click on the VeriSign logo.

SSL stands for secure socket layer and was developed by Netscape as a means of providing encrypted secure communications links across the internet. It has now become an industry standard. A web server with an SSL certificate has a URL starting with https. The SSL certification ensures that the credit card data from your browser to our web server is passing through a secure tunnel. The data is encrypted by your browser, sent over the Internet in this encrypted format, and then decrypted by our server. Your browser and our server establish secret keys for the encryption/decryption when you first access a secure page. Only your browser and our server know the secrets so no-one can see your credit-card details by looking at the data packets being sent over the Internet.

You can find out more by visiting Verisign's SSL Basics page.

We do not store any credit-card details on our servers.

We use CashRegister from CyberCash for our credit-card processing. This is a widely used e-commerce system and is supplied to us by Barclays Bank, one of the largest banks in the UK. We pass your credit-card information to them using triple DES encryption and then forget all about it. We retain a CyberCash id for the transaction so we can track it and perform refunds or other adminstration tasks. Access to your details via this id is password restricted to a very limited number of Delcam employees.

Because we are delivering digital goods (the voucher) directly to your browser when you press the Pay Now button, we charge your credit card immediately.

If you find a bug in the part of our software you have used on a pay-per-use basis, or that part of the software does not perform as advertised in its on-line help we will refund the money you paid for your voucher.

For us to verify the problem and proceed with the refund, you will need to provide us with the data file you are trying to process, the version number of our software (you can find this from the "About Box"), and an indication of what you believe the problem is. If you are not using the latest version of our software, we will ask you to upgrade to that version first.

When we have the data and can confirm the problem, we will issue a refund on your credit-card account.

If you think you have found a bug, you should contact us as soon as possible so we can begin the process and ensure you receive a refund as quickly as possible. Contact us by e-mail at ps-exchange@delcam.com.

We want to make sure we can keep the price you pay for each translation as low as possible. That means we have to keep our costs as low as we can too.

We also want you to be able to access the voucher server 24 hours a day, 365 days a year.

These reasons mean that we can't have human beings in the loop between you and your vouchers.

Providing other payment options that can't be handled automatically by computers would force us to introduce humans into the loop, so we don't offer any payment options except credit cards.

You can contact us by post, phone or fax, or by e-mail.

Name	Delcam plc.
Address	Talbot Way Smallheath Business Park Birmingham B10 0HJ UK
Telephone	+44 (0)121 766 5544
Fax	+44 (0)121 766 5511
Registered in England No:	2311487
VAT Registration No:	GB 486 8370 94
E-mail	webmaster@delcam.com
Web site	http://www.delcam.com

If you want to speak to a real person, you should make sure you telephone during UK office hours (9:00am to 5:00pm GMT/BST).

Please note you should only contact us in this fashion to discuss concerns over payment security, please direct other our software issues to voucher-problems@delcam.com