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Technical Support Policies

SUPPORT POLICY SUBJECT TO CHANGE

Elements of Free Support are Guaranteed regardless of any other changes in policy for 90 days after purchase

 

Bennet-Tec offers several levels of support:

Free Support

During Evaluation Period ( prior to purchase )

Telephone Support
  Pre-Sales Telephone Support is limited to review of requirements vs our product features.

 

Web and E-Mail Based Support
  New questions on new topics should be initially sent using the Support Form
  Reply and follow up communication on submitted issues will be handled by e-mail
 
  Pre-Sales Evaluation support will be provided in the following areas
            Installation,
            Licensing terms,
            Product Features,
            Review of Customer Project Requirements

 

After Purchase & License Registration

Telephone Support
  Free Telephone assistance on issues relating to Licensing and Installation.

 

Web and E-Mail Based Support
  New questions on new topics should be initially sent using the Support Form
  Reply and follow up communication on submitted issues will be handled by e-mail
 
 

  Support will be provided in the following areas

      Installation Issues

      Licensing Issues / Help with License Registration / Review of License Terms

      Review of Customer Project Requirements
      Tips / Suggestions on Getting Started
      Pointers to specific features ( properties, methods, events ) to meet a requirement,

      Clarification of Syntax - proper use of Properties, Methods and Events,

      Review and Resolution of Reproducible Problem Reports ( as submitted with simple sample project code )
                Our goal is reliable bug free software
                We have a target of issuing an update to correct any bug
                within 20 business days of reproducing the problem.
                ( Ugent issues can be prioritized on a paid support basis )

                * If a reported problem turns out to be due to a customer error,
                    we will notify you that there is an error in your code
                    but we can only correct customer code on a paid support basis.

** The above Elements of Free Support are Limited to Current Product Editions and only within 1 year of purchase

 

Updates
      Access to the latest product updates from the Bennet-Tec Web site.

 

With Purchase of Subscription License

- Free Upgrades to any Major New Editions released within 12 months of purchase

 

Paid Support

Training 
      We can come to your site, invite you to our offices, or work with you over the phone to provide in depth insight as to the best way to use our controls and/or how to build your application. We can even offer you to visit our offices and work at our systems where our staff can answer questions as they arise.

In-Depth Tips / Suggestions / Sample Code

        Detailed Assistance getting started on your project

Application Review
    Debugging
    Performance Improvement
    Testing

Customized Modifications to Bennet-Tec products 
    Add new features or change the behavior to meet your needs.

Priority Support
    Dedicated Fast Response on Urgent Issues

Custom Programming & Web Site Development
    Creation of Modules, Sample Applications, Application Prototypes
     Creation of new tools to meet your needs

Source Code Licensing

Custom Development Services

Custom Development Services include:

• Writing subroutines or even complete applications to meet your needs.
• Modification of Bennet-Tec components to meet your needs.
• Training - we can come to your site, invite you to our offices, or work with you over the phone to provide in depth insight as to the best way to use our controls and/or how to build your application. We can even offer you to visit our offices and work at our systems where our staff can answer questions as they arise.
• Creation of new tools to meet your needs.
• Web site development - especially complex rules based web sites.

Free Telephone support is limited to
    * Pre-Sales Review of Project Requirements
    * Installation Assistance
    * License registration
    * License Transfers

ALL other telephone support can be provided only on a paid support basis.

Bennet-Tec Telephone Support is available via telephone from 9 a.m. to 5 p.m. EST, Monday through Friday, except holidays.
The telephone number for Bennet-Tec is (516) 997-5596. 

Source Code

Source code for Bennet-Tec components are available for purchase, providing much more than the peace of mind you have always wanted when using components. It ensures the life of your application, provides maximum code flexibility, and can be a great learning and debugging tool. The power of object-oriented programming is multiplied exponentially when you extend our source code for your own purposes. It's the unique advantage you need to stand out from any competitor.

Note: Please be aware that we do not provide technical support on our source code. It is outside of the scope of our technical support department to explain the purpose of any portion of the source code, nor do we troubleshoot or debug modified versions of our source code.