Technical Support
Support across every channel — from desktop questions to full enterprise deployments
Support Channels
Pick whichever works best for you — we respond promptly during business hours
Email Support
- Email: sales@uglypear.com
- Best for detailed issues and file attachments
- Response time: within one business day
- Please include your version number and screenshots
Phone / WeChat
- Phone: +86 130 0200 4554
- Same number on WeChat — add us via QR code
- Best for urgent issues and pre-sales questions
- Response time: answered immediately during business hours
- Link: wa.me/8613002004554
- Text, images and file transfer all supported
- Response time: replied in real time during business hours
Business Hours
- Monday to Friday, 9:00–18:00 (UTC+8)
- Closed on weekends and public holidays
- Email works around the clock — we'll pick it up next business day
- For urgent matters, flag it in the email subject line
What We Support
Full technical support coverage across all four product editions
- Desktop support — installation, configuration, subscriptions, format support, resource usage, and more
- Server deployment support — Docker/PyInstaller deployment, systemd/supervisor configuration, mainstream Linux compatibility
- Network edition architecture consulting — Docker Compose/K8s orchestration, HPA auto-scaling, MinIO storage configuration, monitoring and alerting
- SDK integration support — C ABI documentation, ctypes/FFI integration examples, and picking the right prebuilt library for six platforms
- Compliance consulting — guidance for GDPR, CCPA, SOC 2 and ISO 27001 requirements, with ARM64 prebuilt libraries for sovereign deployments
Frequently Asked Questions
The questions our users ask most, answered
Which file formats are supported?
SmartSlim handles 80 formats across 11 categories: 9 image types (PNG/JPEG/GIF/WebP/BMP/TIFF and more), PDF, OFD, XPS, 5 Word types, 6 Excel types, 4 PPT types, 8 video types, 7 audio types, 26 text types, EPUB/EML e-book and email, and 9 industry & scientific types such as DICOM. See the full list on the Format Support page.
What are the limits of the free Desktop edition?
The free edition caps single images at 5 MB, single documents at 10 MB, and allows 10 compressions per day. A monthly ($9.90/month) or annual ($98/year) subscription removes all limits.
Is on-premises deployment supported?
Yes. Both the Server and Network editions deploy fully on-premises: every component runs locally, data stays inside your domain, and nothing depends on an external cloud service. MinIO provides private object storage with S3 API compatibility.
Does it support our compliance requirements?
Yes. SmartSlim's redaction, audit logging and on-premises architecture are designed to support GDPR, CCPA, SOC 2 and ISO 27001 requirements, and it runs on mainstream Linux distributions (Debian, Ubuntu) for sovereign deployments. ARM64 prebuilt libraries are available. See the Public Sector solution.
How do I integrate the SDK?
The Rust compression SDK exposes a standard C ABI through prebuilt dynamic libraries (.so/.dylib/.dll) for six platforms. Call it from Python ctypes, Node.js FFI, Java JNI, Go cgo, and more. Contact support for integration examples covering progress callbacks, batch directory processing, and safe memory release.
What powers PDF compression?
PDF compression builds on a mature open-source toolchain — Ghostscript, qpdf, pngquant and jbig2 — resampling and re-encoding image streams and cleaning up redundant objects. The Rust engine handles orchestration and quality assessment, and every dependency ships with the product. Nothing extra to install.
Didn't Find Your Answer?
Reach out anytime — our engineering team will give you a straight answer