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.

Incidents

An Incident is defined as a support request for reviewing and debugging small code samples, writing a code example, verifying a problem, phone call asking for assistance, or a request for a priority fix. Snowbound reserves the right to judge which request will be counted as an incident or in the event or a complex matter, how many incidents. Support will devote up to three hours per incident.

Non-Incident

A Non-Incident 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 incident, since we are prioritizing and fixing issues according to your time schedule, not ours. Since incident requests are given a higher priority, non-incident 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 incident 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. Wherever possible we offer guaranteed backward compatibility with earlier library versions. 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. Customers are asked to bank a minimum number of hours for this service.

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.

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