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 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:

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

* - 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:

The more information you can provide, the better.

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