Support Program* Definitions

Support Wizard

Support Wizard is Snowbound's automated customer problem tracking system.  It is available 24x7 and is the required method for reporting issues.  When an answer is available (typically 1-2 days), it will be posted within the system for easy access by the customer.

Maintenance

Maintenance is an annual program that includes standard support, updates and upgrades.  Expedited Support Response (ESR) are not included in standard maintenance.
 

Updates

An Update is defined as a monthly, "minor"  release that is for an existing product version.
 

Upgrades

An Upgrade is defined as a major release, typically annual, that is characterized by a new major version number.
 

Expedited Support Request (ESR)

The ESR can be purchased in blocks of 3 by customer under maintenance. It provides you with priority response (at a level higher than standard support tickets), telephone consultation if needed, code review, sample creation and some code changes.  Each ESR can be used for up to 3 hours of services.

Non-ESR

A Non-ESR is an email asking questions related to API usage, performance, environment questions, setup and installation questions, deployment questions and issue reporting.  Fixing an issue or image on an expedited or priority basis is considered an ESR, since we are prioritizing and fixing issues according to your time schedule, not ours. Since ESR requests are given a higher priority, non-ESR requests should not be used when problem resolution is time critical.
 

Problems with Image or Document Handling

Snowbound prides itself on the quality of its products and its ability to handle supported images and documents appropriately.  We are always happy to examine customer images that are not immediately read by our products.  Wherever possible, we will adapt our products to handle such images.  Whether that happens on a priority basis depends upon whether the customer has indicated that an ESR should be charged for working with the image.  In the event that an image is corrupt and cannot be resolved, we attempt, wherever possible, to issue an error code and continue processing subsequent images.

Designated Technical Contact

The designated Technical Contact  is the one person (per support contract) authorized to contact Snowbound Support for questions or requests.  Contact person changes may be made by notifying Snowbound Support via email or letter.
 

Feature Request

A Feature Request is the addition or change of a feature in a Snowbound product that Snowbound does not consider an issue.  Such changes typically incur a customization fee. Please contact our Sales department for all Feature Requests.
 

Old Version Support

Snowbound encourages our customers to stay current with our latest product and library releases to take advantage of the latest features and improvements. Should a customer desire continued support for an older version of the library, please ask us for a quotation.  (However doing so is an expensive effort and costs are therefore significantly higher than standard support.)
 

Custom Support

Snowbound offers engineering services for custom support.  Such support is available for modifications of Snowbound Libraries or applications for additional features or behavior changes.  This support is charged on a per hour basis. Please note: a minimum number of hours for this service may be required.
 

Consultation Requests

Do you have a special project or technical requirement that you would like to discuss with Snowbound's engineers? Are you developing an application that requires imaging expertise that Snowbound could provide? Or maybe you are evaluating our Software and have some questions. If so, Snowbound can help. If you would like to request a technical consultation with our team of engineers, please contact our Sales Department.

 
* Support programs are for one person, and each developer is required to have their own SDK. Volume discounts are available.