Support

Send us a message

Support is handled directly by the development team — the people who designed and built the software. When you send a message, it goes to the team that can actually resolve it, not to a first-line helpdesk working from a script.

We respond to all enquiries. Licensed users receive priority. We aim to respond as soon as possible for technical issues. For general questions, replies typically arrive within two business days.

Other ways to reach us

You can also reach the team by email at support@datensen.com. For billing, invoice, or payment questions, contact FastSpring support directly — FastSpring is our Merchant of Record and handles all transaction-related queries. How purchases work

Self-service resources

Before submitting a ticket, these resources answer the majority of common questions:

• Helpful articles — curated answers to the most frequent support topics
• Resources — full product documentation for Luna Modeler, Moon Modeler, and other tools
• Blog — tutorials, platform-specific guides, and data modeling best practices
• Data privacy & security — detailed explanation of how the tools handle your data
• Licensing model — how perpetual licenses and optional updates work

Support

All the tools are developed and supported by Ideamerit s.r.o., a software company based in the Czech Republic with over 20 years of experience in data modeling tooling. Our tools are used by professionals in more than 85 countries.

Support is not outsourced or handled by a third-party helpdesk. The development team reads and responds to support requests directly. This means that technical questions go to people with full context on the product, and feedback you submit reaches the people in a position to act on it.

If you have a feature request, a bug report, or a suggestion that would make the tools work better for your workflow, we want to hear it.

Vasek Frolik
Founder, Ideamerit s.r.o.
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