Development Tool Technical Support Policy

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.

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.*

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?