| IDEAL Software’s technical support policy: |
 |
As a general rule, IDEAL Software will provide free
standard support for questions, which can be answered quickly (i.e.
in less than 5 minutes and without further mail traffic). |
|
For broad premium support it is possible to acquire
Support Units.
Premium Support is provided by our Software Developers!
One Support Unit equals 5 minutes of working time.
For each support inquiry at least 2 Support Units are charged.
You can acquire a multiple of 12 Support Units, the price for 12
Support Units is EUR 150,- |
|
Together with any support inquiry you need to provide your support
account number, otherwise we will not be able to process your inquiries. With every
support incident we will notify you by e-mail about the charges to your support account as
well as your final account balance. |
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Questions related to bugs in dycodoc / VPE are always free, if
your inquiry should indeed be related to a bug in dycodoc / VPE. You are only
charged for "how-to" questions, questions that are covered in the documentation,
questions related to misuse of dycodoc / VPE or questions related to bugs in
printer drivers or other third party software.
The transmission of a lost license key is charged with two Support Units. |
| . |
| Support by e-Mail |
You can reach our Support-Hotline 24 hours a day at  . In regular help will be provided within 24 hours (due
to possible time zone differences). Support is not available on weekends and local
holidays. |
| . |
| Please provide the following
information: |
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Your complete License Key and Support Account Number |
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On what platform do you work? (Win9x / ME / NT / 2000 / XP, which version
/ release / installed Service Packs) |
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Do you use the DLL, ActiveX or VCL? |
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With what language / programming tool (VB, Delphi, C,...) and version are
you working? |
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If it is a problem related to printing: |
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On what printer? (manufacturer, model, printer-driver version - can be found in
print-setup dialog by pushing the "info-button") |
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Printer type (ink, laser, dot-matrix, ...) |
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Printer resolution (300 DPI, 600 DPI, ...) |
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Printer color resolution (b/w, color) |
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If it is a problem with the preview: what Video-Card (manufacturer /
driver version) are you using? |
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Please describe the problem exactly. If possible, add source code
fragments so we can reproduce the problem. If you have problems importing images, please
add an example image, so we can reproduce the problem. Please send all files zipped. |
