Product Support

Thursday, November 20, 2008

Support Options

Teknica Software Inc. provides iShadow Application Suite customer support via several channels:

Email support for all iShadow users including Evaluations.
Online forum for all iShadow users including Evaluations
Phone support for all iShadow customers. Please check the phone number that came with your license agreement.
Priority phone support for customers with yearly support agreements. Please check the phone number that came with your support agreement.

Evaluation Support

Every user evaluating iShadow is entitled to:

Unlimited email based support for the period of evaluation (30 days)
Unlimited access to the on-line support materials available on the iShadow web site

Standard Support

Every licensed iShadow user is entitled to:

90 days free email based product support
Unlimited access to the on-line support materials available on the iShadow web site
Critical bug fix updates for the version of software purchased

Subscription Level Support

Every licensed user who holds a subscription license for iShadow is entitled to :

Unlimited email based support for the duration of the subscription license
Unlimited access to the on-line support materials available on the iShadow web site
Critical bug fix updates for the duration of the subscription license
Product enhancement updates for the duration of the subscription license
Guaranteed free update to the next major release, even if that release falls outside the period of your subscription license

Intellifix

In addition to the standard support, each component of iShadow uses Intellifix technology to obtain diagnosis and fix information over the Internet in the event of an unexpected run-time error.

Updates

You can download any product updates available to you directly from iShadow web site.

Submitting Suggestions and Reporting Issues

If you wish to make a suggestion or report an issue you have discovered using iShadow, you can do so using the on-line forum. Alternatively, you can use feedback form to contact Teknica Software, Inc.
The amount of information you can provide us with about the nature of a problem you are having will directly affect our ability to resolve it. The more information you can provide about your environment, the steps to reproduce and any other relevant information the better - please be verbose !