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Support Policy

Support Options

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

  • Email support 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.

Subscription Level Support

Every licensed iShadow user 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.

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.

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.

Updates

You can download any product updates available to you directly from “My Account” page, while evaluations are published via “Downloads” page.

Submitting Suggestions and Reporting Issues

If you wish to make a suggestion or report an issue you have discovered using iShadow.com products, 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!

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