Support Policy

Support is provided via EldoS website: knowledgebase, online documentation, whitepapers, tutorials, helpdesk, and web-based forum. Several levels of individual technical support are available.

Technical support details

Basic technical support covers basic technical questions appearing during product evaluation period. It is available at no charge via forums and helpdesk system. Basic support is not available for residents of China and Russia.

Standard technical support is available for customers who purchased product license. It covers questions related to software installation, activation, and usage. Standard technical support is available via web-based helpdesk for period of time stated in the license. This level includes

• Answering technical questions related to EldoS products^*
• Fixing of customer-identified EldoS code inconsistencies
• Creation of sample applications or code snippets upon justified client request. This does not apply if comparable examples are already present in our knowledgebase, documentation or samples. Moreover, an estimated implementation time should not exceed 30 minutes.

Standard technical support is provided free of charge as described above.

Advanced technical support provides advanced technical help for fast solution of customer problems. It can be purchased on a case by case basis. The terms of this support level can be individually negotiated. It typically includes

• Location and fixing errors in client-developed code
• Deep client project analysis in order to design effective problem solution using EldoS products

What is needed for fast successful support

To initiate technical support request please provide information confirming your eligibility (except Basic Support). This is done by assigning a license ticket to your user account in My Control Center. If you do not have a license ticket yet, please provide an Order ID with your request.

All requests are reviewed within 12 hours and appropriate action is taken. Please be patient. The developers are working on the issue. Higher level support tickets have priority.

To get an adequate answer, please describe situation in details. Simply stating that "it does not work" provides very little information. For fast and efficient support we would like to ask you for the following:

1. Please specify the EldoS product name, version, platform, edition, or code package;
2. Provide name and version of the operating system, name and version of the development tool that you use;
3. If our product is used in conjunction with some other software, please specify the name and version of that software too;
4. Send us step-by-step instructions how we can reproduce the problem. It is helpful to include small test project, screenshots, test data files, etc.

Lack of detailed information will cause a delay in your ticket processing until all requested details are received.

^* Please understand that use of EldoS products requires certain level of competence. We are unable to use our support service to instruct on basics of technology, computers, or software development. If you need coding assistance, we would be glad to offer you our Expert services.

Software updates

Obtaining new versions and updates to the products is not included into Support and is not covered by this policy. Upgrades and updates are covered by the license agreement.

Disclaimer regarding third-party software

We aim at providing first-class service for our products to our customers. This means that we focus on our products and generally we we don't have technical ability to provide support for third-party software. I.e. in most cases we just can't answer questions like "why that application crashes badly when connecting to your server" or "why that mail filter marks mail created with your components as junk mail". We do review all such questions to determine if there's anything we can do on our side to ensure best possible compatibility, however please consider contacting vendor of that third-party software and maintainers of third-party services before contacting us.