All customers purchasing one of our range of developer tools receive a one-year support and maintenance contract for free. We do this for a simple reason. Our confidence in our products is such that it is rare that a customer experiences a genuine software problem and in most cases we can quickly advise upon an acceptable resolution with minimal delay.
Support Contract TermsProducts where advertised include a one-year's free standard support contract. The terms of this support contract are as follows:
- You will get access to the latest updates to your binary/source code distribution and email-based access to our support team
- Support hours are 09:00 - 17:30 GMT (Greenwich Mean Time)
- Target response times: 48 hours for non-critical requests, 24 hours for critical requests
- One user per licensed product is eligible to submit requests
With some products we may also offer a premium support contract that offers more favorable terms of service. The terms are as follows:
- You will get access to the latest updates to your software and email or telephone based access to our dedicated support team
- Support hours are 09:00 - 17:30 GMT (Greenwich Mean Time)
- Target response times: 24 hours for non-critical requests, 8 hours for critical requests
- Any number of users may submit unlimited requests
| Summary of Terms | |
|---|---|
| Standard Support | Premium Support |
| 48 hour maximum response time | 24 hour maximum response time |
| 24 hours critical response time | 8 hours critical response time |
| Unlimited support cases | Unlimited support cases |
| Email support limited to one support contact | Email support with unlimited contacts |
| 09:00 - 17:30 GMT (Greenwich Mean Time) | 09:00 - 17:30 GMT (Greenwich Mean Time) |
Reporting a Bug
When reporting a problem or a suspected issue with the software, the more detail you can provide to our support team, the better. Please include the product name, version, your operating system, JDK and any applicable log files that may assist us with locating the source of the problem.
Logon to your account and create a case in our issue tracker. We will respond and keep you informed as to when a fix will be available. We would normally recommend that you use only the next production release of the software containing the fix, although if a development build becomes available that resolves your problem then we will contact you with more details.
