Getting Started with Snowbound's Support System
We sincerely appreciate your interest in our products and value your feedback. SupportWizard™ is designed to expedite the efficient resolution of your technical issues. If at any point you are having difficulty using SupportWizard, or if you need help getting started, please contact us for assistance.Before you register and get started with SupportWizard, here are a few tips for submitting technical issues and questions that will help us to provide you with a solution more immediately:
Tips for Using SupportWizard
- Please send all of your emails from the same email address that you specify when you set up your SupportWizard account. For security purposes, this is the ONLY email address that our online support system will track or allow to modify your support ticket. Also, do not delete the “-[ID:#### RF:1]” in the subject line of your emails because this is how SupportWizard associates your email with your Issue and Ticket#.
- If you are having a document or image display issue, please zip-up the file and send it to us through SupportWizard. If your zipped file is larger than 50 MB, please make note of the file size when you log your ticket, and our support team will send you instructions on how to access our FTP site.
- If it applies, please create a small reproducible code sample that demonstrates the problem you are experiencing. Please limit code sample to 200 lines or less. Unfortunately we do not have the resources to debug entire projects, particularly when they interface with large systems. In almost every case, the problem is a simple one and can be pared down to the basics. Try to represent the logic of the imaging portion of your application in your sample so that we can quickly identify the problem.
- Please remember to trap for errors. Most functions in our products return an error code (less than 0) on failure, and (0 or higher) on success. Please report any error codes when filing your report in SupportWizard.
In addition to our support system, we provide a number of resources that you may find helpful in implementing our products:
Manuals
- Electronic versions of our manuals are available for all of our products and are updated frequently. These are very useful for installing, getting started, configuring, and understanding how to use API calls.
- For our FlexSnap™ and RasterMaster™ products, there are configuration and/or code samples included in the software package (for RasterMaster they are located in a "Samples" folder and for FlexSnap they are located in the main directory along with the .jar and .cab files). If there is something in the sample that is unclear, you may find more information by locating the code that is in question in the product’s manual.
- We are continually updating our sample codes. If you do not find what you are looking for, please contact us through SupportWizard. We may have new additional samples available.
- Frequently Asked Questions are available on our website, http://www.snowbound.com/support/faq.html. More technical FAQs are available in SupportWizard. You can access the technical FAQs from the homepage of SupportWizard once you are logged in to the site.
- We do offer professional services for cases when major development work is required. To learn more about this offering, please contact your sales representative.