Development Tool Technical Support Policy

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Black Ice Software prides itself on providing a high level of service and support to our customer base.

Technical support requests for Black Ice Development Tools is provided through email free of charge to companies who have a current license for a Black Ice development tool. All technical support requests should be submitted via e-mail through our online form http://www.blackice.com/support.htm request submission is necessary in order for our technical support team to monitor the status of open issues through the assigned tracking number, as well as to make sure that all of the pertinent details are obtained in writing for referenced by our technical support team. If our technical support department determines that they cannot sufficiently answer a submitted technical support request through e-mail, one of our support technicians will contact the developer by phone. However, the initial technical support request must first be submitted through the online form, with all of the relevant details.

Technical support requests are answered on a first come, first answered basis, with the exception of customers with Priority Technical support plans, which are answered first. All technical support requests will be answered within 24 hours, usually much sooner. In order to better help our customers, we ask that they provide as much information as possible for each new incident that is being reported. Guidelines for submitting technical support requests can be found below.

In addition to our dedicated technical support staff, answers and incites to many questions can be found in our Online Forum , Online Tutorials and Online Manuals

The following are basic guidelines with regards to Black Ice Software's Technical Support Policy:

Black Ice provides technical support for any of the following questions:

  • Official documented functions or examples
  • Official documentation
  • Library compilation errors
  • Possible oversights (bugs) in the latest release
  • Hardware compatibility for Fax/Voice tools

Black Ice does not support the following as part of either basic technical support of priority support:

  • Explaining how Black Ice Development tools work internally
  • Explaining how Black Ice Development tools work internally
  • Testing/writing end-user programs for you*
  • Code reviews or debugging code *
  • Teaching programming in general, or how to use programming applications or compilers
  • Explaining compiler runtime library functions, SDK functions, or system calls
  • Explaining how to use supported compilers with the exception of getting Black Ice Development tools to work with them at a superficial level
  • Configuring Dialogic Brooktrout or NMS Fax/Voice boards.*

* - Available as a consulting contract. Additional information is available by contacting our sales department

Guidelines to submit technical support questions for Developer Tools

By filling out the online form please provide a detailed description of your environment such as:

  • CPU speed and memory used
  • OS and language, including service pack
  • Detailed step by step instruction on how to reproduce the issue.
  • Product name such as Fax C++, Voice C++, TIFF SDK or etc.
  • The version number of the product, date of purchase, and/or invoice number.
  • In case of the Printer Drivers,
    • Provide detailed information of the driver configuration and properties setting (screenshots of the printer preference tabs are recommended)
    • If the problem is specific to a printed document please e-mail the document.
    • If the generated image does not look as it should please e-mail it.
    • Name and version of the printing application(s) used
  • In case of the Fax/Voice C++, Board or Modem name. In some cases, model number. Internal or external.
  • What development language is used such as C, C++, VB, Delphi, Borland C or Borland C++.
  • What is the specific function that does not work.
  • What is the input to the function.
  • What is the return value of the function if any.
  • If applicable, your observations.
  • In some cases, why you think the function should work differently.
  • In some cases, what you are trying to accomplish.
  • In some cases, sample code if requested.
  • In some cases, the log file generated by the Fax C++ or the Voice C++.
  • Did you try to use any of the unmodified demo applications shipped with the product?
  • Can the problem be reproduced with any of the Demo applications? If so, which?

The more information you can provide, the better.

You can download the latest Dialogic Drivers here

Fax Hardware Installation Guide