Product Support, Mainteneance, FAQ
Support
Support Requests
We provide support by means of e-mail assistance between 08:30 AM and 04 PM Eastern Standard Time, Monday through Friday. Support is limited to recording reported problems, clarifying whether reported problems are caused by errors or defects in the licensed software, and providing workarounds and bug fix releases. Support is provided to a maximum of two authorized representatives per customer. Support services are free of charge within 90 days or if annual maintenance is purchased. Otherwise we offer support services for US $99 per hour.
Please submit your support requests to the following address.
E-Mail: support@transmissionsllc.com
It will help us if you specify the invoice or receipt number in your message. Thank you.
Release Notes
Brief descriptions about enhancements and bug fixes will be listed here.
Maintenance
The maintenance service entitles you to the following:
You will receive a link to a download area where you will find the very
latest product versions of the product(s) you have purchased.
If the product does not function according to the product's documentation,
or if the product has a technical problem, you get access to our technical
support staff which will analyze and diagnose the problem. In the case of
a faulty product, you will automatically receive the problem upgrade with
the next software patch release. In all other cases you will be advised of
the next steps. Additionally, you will be advised by email when new product
patches and upgrades are available.
How long is it good for?
Each new product you purchase comes with a default 90-day maintenance service. Optionally, an annual maintenance service can be added for each new product and this annual maintenance service can be renewed each year. If the maintenance service period has expired, your personal download-area and technical support will no longer be available.
How much does it cost?
The annual maintenance service fee is 20% of the product purchase price. A minimum charge of US $50 applies to all maintenance purchases.
What is it that it will not do for me?
The maintenance service does not include support that is not related to a product fault. Additional support however can be obtained at an additional charge.
What do I need to do when I have a problem with your product?
If you do encounter problems with a product, the following is necessary:
1. Describe your problem in detail in an email message.
2. Attach input and output files, and your test case. Address it to
support@transmissionsllc.com.
We will analyze your problem . If it turns out to be a product error we
will fix the product and make it available with the next patch release where
you will be able to download it from the download-area if you have an active
maintenance service in place.
If the problem is not related to our product we will advise you of
that and we will propose a potential approach together with an estimate for
the anticipated effort.
Additional Support
For additional support outside of the regular maintenance service, or support that is not related to a product fault, a separate charge will apply. This charge is based on effort . Please contact transmissions llc at support@transmissionsllc.com for quotes in this case.
Typical "Additional Support" requests are: Help with using the product, help with manuals, help analyzing or restoring corrupted files, help with "environment" issues or installation issues.
Frequently asked questions
Q: I need help debugging my application that uses your product;
can
I contact your technical support for that?
A: As part of the maintenance service we will not be able to help you,
but we can definitely help you as part of an Additional Support item
Q: I purchased your product 4 months ago but didn't add the annual
maintenance service. Can I still purchase the maintenance service?
A: Unfortunately not, once your maintenance service period has expired,
you will need to re-purchase the product. We do grant a 15 % discount
in this case when you re-purchase.
Q: I have purchased a tool and the maintenance service has expired.
Will the product still work after this or is there some sort of "built-in" thing
that will make it function differently?
A: Your product will not change when the maintenance service period
has expired. We have not built any such "timer" restrictions
into the full registered versions of our products.
Q: I have no more maintenance on my product but I found a problem.
Will you at least look at it?
A: We can help you as part of an Additional Support item
Q: Will you notify me before my maintenance service expires?
A: Yes, we have a process in place that will try to notify you in time.
Note that in some cases it can be difficult for us to do so if, for
example, contact email addresses have changed. Double checking on your
side thus can be valuable.
System Requirements
Windows 2000 or XP
At least 128MB of memory
At least 25MB of free hard drive space
At least 800x600 screen resolution
The above system requirements are only for Transmissions.