For years, JAWS, ZoomText, and Fusion users have relied on our support team for guidance, problem-solving, and a personal touch—and we’re committed to making that experience even better. Over the past year, many of you have told us that response times and support availability haven’t always met your expectations. We took that feedback seriously. To strengthen reliability and ensure every customer gets timely, consistent help, we’re updating how support will work moving forward. These changes will allow our team to focus on current versions of our software, deliver higher-quality assistance, and resolve issues more efficiently. Our goal is simple: to make sure you receive the best possible support when you need it. Here’s what’s changing, why we’re making these updates, and how you can stay supported.
What’s Changing
Starting December 1st, 2025, technical support will only be available for:
- Active subscription customers
- Perpetual licenses with an active Software Maintenance Agreement (SMA)
- Current versions of JAWS, ZoomText, and Fusion
If your subscription has expired or your SMA is no longer active, you can continue using your software, but you will not be eligible for technical support or future product releases until you purchase a subscription. You still have full access to product documentation, training resources, and community learning tools.
Why We’re Making This Change
1. To provide better, faster support to everyone
Supporting older or out-of-maintenance versions requires additional troubleshooting, older code paths, and inconsistent environments. This slows support for users on current versions who expect timely help.
By focusing support on current versions and customers with an active SMA or subscription, we can respond more quickly and deliver higher-quality answers.
2. To ensure compatibility with modern technology
Operating systems, browsers, and apps are updated all the time. Older versions of JAWS, ZoomText, and Fusion depend on outdated features that no longer exist. As a result, problems with these older versions are becoming harder — and sometimes impossible — to troubleshoot.
3. To invest more in new features, stability, and performance
Every hour spent diagnosing an obsolete version takes time away from engineering and innovation that benefit the entire community.
Redirecting resources to active versions helps us deliver:
- More reliable updates
- Smoother releases
- Better AI-assisted features
- Faster performance improvements
- More accessible web and application support
4. To align with industry standards
Most software, assistive technology, and mainstream software limit support to current, supported versions. This ensures fairness, predictable expectations, and technical clarity.
JAWS, ZoomText, and Fusion now follow the same model.
What’s Not Changing
This policy does not affect:
- Your ability to continue using older versions you already own
- Your license, SMA, or subscription terms
- Access to training materials
- Access to product documentation
- Access to our knowledge base
No one is losing access to their software. This update affects support, not usability.
How to Stay Supported
If you want continued access to support, product updates, improvements, and innovation you have two options:
Option 1: Maintain your subscription
You’ll receive full support and all new updates for the duration of your subscription.
Option 2: Maintain an active SMA on your perpetual license
An active SMA ensures:
- Technical support
- Feature updates
- Fixes
- Version compatibility with Windows, browsers, and major applications
If you’re unsure about your SMA status, our team can help you check it.
Other options: Self Service
You can find answers anytime using our self-service tools and resources. These options are available 24/7 and are the fastest way to get help with JAWS, ZoomText, and Fusion.
FSCompanion
https://fscompanion.ai/
Our AI-powered self-service assistant provides quick answers, troubleshooting guidance, and step-by-step help for common questions.
Technical Support Notes
Search our library of support notes and technical articles for solutions to frequent issues, configuration tips, and troubleshooting guidance.
Training Center
https://www.freedomscientific.com/training
Access free webinars, video tutorials, and self-paced learning to help you get the most from your software.
Enterprise Deployment Resources
https://www.freedomscientific.com/Enterprise
Find deployment guides, configuration instructions, and best practices for IT professionals supporting larger environments.
Downloads & Updates
https://www.freedomscientific.com/Downloads
Get the latest software releases, updates, and system requirements for all Freedom Scientific products.
We’re Still Here to Help
We know policy changes can be frustrating, especially when support has historically been flexible and generous. This decision was not made lightly. It reflects our commitment to long-term reliability—for you and for every user who relies on JAWS, ZoomText, and Fusion every day.
Our goal is simple: Provide better support, maintain higher product quality, and ensure that every user gets the help they need when they need it.
Thank you for your understanding, your feedback, and your partnership as we continue improving the experience for the entire Vispero community.
If you have questions about how this change affects you or need help reviewing your SMA or subscription options, our support team is here to assist.