Technosoftware AG

Support and Maintenance

With all license purchases Email support, access to our Helpdesk, which allows customers to interact directly with our engineers, and free major and minor product updates are included.

Support Policy

Our support covers the following subjects:

• Incident based support during the time a maintenance and update package is valid. An incident is the ability to contact Technosoftware AG directly for help. Incidents can be transferred to a new maintenance package.
• Support Incidents determined to be enhancement requests where a problem resolution incident is defined as a single support break-fix issue that cannot be broken down into subordinate issues. Incidents that turn out to be bug reports do not count against your allotted Support Incidents.

Our support DOES NOT cover the following subjects:

• Basic training and Consulting
  Basic training and Consulting regarding OPC and the application is not covered by the support policy but can be requested for an additional service fee.
• Direct telephone support, web meetings with online (remote) debugging
  Direct support and debugging assistance is not covered by the standard support policy but can be requested for an additional service fee.
  
• On Site Technical Support
  Technical Support is restricted to the company location of Technosoftware AG. Support at the customer’s company location is not included but can be requested for an additional service fee.
• Unsupported Platforms
  Technical Support is restricted to the supported platforms and compilers. Porting services are not included.

Support team request reply period and duration

The time in which a support technician will reply to your support request greatly depends on the support load at that time. All technical support questions should be submitted via one of the following methods:

• Email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
• Use our HelpDesk for your requests.

Any technical question which is sent to our Sales Department or any other department may not be replied or long delays may occur on the response of Support Team due to incorrect submission.

Our goal is to provide the best service possible by addressing each customer's concern as soon as we are able. Please be patient. All inquiries are answered in the same order they are received.