DBI’s technical support team offers DBI’s licensed and registered customers the best support in the industry. Registered developers can expect friendly, efficient, timely, and high-quality responses that will help them use DBI products with maximum effectiveness and success.

The following support policies and plans are effective June 1^st, 2003.

DBI offers the following types of technical support:

BASIC: (product evaluation)
Free “Basic” support is available to individuals who have downloaded DBI trial products for a period of 30 days from the download date. By submitting a support request form through DBI’s web site (support.asp), persons evaluating DBI products can expect to receive an email-response to their question within two business days.

Please Note: The “Basic” support plan is designed to offer answers to questions about DBI products’ features and functionality. Evaluators of DBI products may also request simple code-level support to help them evaluate the suitability of the products for use in their applications. Complex coding or scripting issues that are representative of advanced application development are not supported in this plan.

STANDARD: (registered licensed developers)
All registered customers of DBI products are automatically enrolled in the “Standard” technical support plan. Standard support is free and available for the life of the license. By submitting a support request form through DBI’s web site
(support.asp), licensed developers can expect to receive an email-response to their question within two business days.

PREMIUM: (priority response)
An annual subscription plan is available to registered licensees of DBI products. For an annual subscription fee of $150 (USD), subscribers to the “Premium” plan receive access to a special support request form. Requests submitted through the “Premium” support request form are automatically marked as “priority (!)” and moved ahead of all other non-priority requests in the queue.

Premium Support requests receive the promptest and most comprehensive attention. Subscribers to the Premium Support plan can expect to receive an email-response to their question within one business day.

To order your subscription to Premium Support, click here.

Please Note: The Premium Support Plan does not include telephone support. See Per-Incident Phone Support, below.

(Call DBI Sales for annual fees for multi-developer and enterprise licensing - (800) 670-8045)

PER-INCIDENT PHONE SUPPORT:
Licensed developers of DBI products may speak directly to a DBI support technician by phone for a fee of $99 (USD) per incident.

To receive technical support by phone, call (204) 985-5770 (8:30 am - 4:00 pm (CST), Monday to Friday).

Per-incident Phone Support features include:

• Support via phone for a single question or support issue:
• Access to a DBI technical support engineer.
• A support incident includes answers to questions regarding installation problems, programming issues, product usage issues or explanation of error messages.

Definition of an Incident:
An incident is a single support issue and the reasonable effort to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each shall be considered a separate incident. Before DBI can provide phone support for an incident, both the registered customer and DBI technical support staff must be in agreement on the definition and scope of the problem.

Closing an Incident:
An incident will be considered closed and fulfilled when one or more of the following conclusions have been reached:

• A question has been answered with a solution based on the designed features and functionality of a DBI product.
• A question, relating to function that is beyond the scope of the product’s design, is resolved with a work-around.
• A question is resolved by a published update to a product or its documentation.
• An open question has been responded to with the best-possible answer and no further research or assessment is considered possible or reasonable by DBI technical support management.

Although bringing an incident to closure may involve more than one phone call or email, you will be charged only for a single incident regardless of the number of contacts required. Multiple incidents that are reported during a single phone call will be considered separate incidents and charged accordingly.

You will be reimbursed if DBI technical support management determines that the problem is due to:

• A “bug” or inherent defect in the in the product. A “bug” is a verifiable defect in the intended design or functionality of a product. Note that features and functionality that are beyond the scope of a product’s design are not bugs. Apparent anomalous behaviour of a DBI product can only be verified and declared as a “bug” by DBI technical support management.
• An error in the published technical documentation for a product for which there is no published update for the documentation. Determination of documentation errors are made by DBI technical support management and are limited to contradictory or erroneous content.

Terms of Coverage:
Coverage of a per-incident paid support request is for the duration of the incident until one or more of the criteria for incident closure (above) is achieved.

Pricing:
The price for each incident is $99 (USD). This charge will be billed to your American Express, MasterCard, or Visa credit card.

All incidents must be purchased in advance by calling DBI Technical Support (204-985-5770). After your incident(s) has been purchased and processed, you may call DBI technical support (204-985-5770) to initiate your support request.

Availability:
Per-incident phone support requests are subject to schedule and availability of technical support staff. Normal hours of operation are 8am – 4:00pm Central Standard Time (CST). If all technical support staff are occupied with other phone support requests or otherwise unavailable, your name and phone number will be recorded by DBI reception staff and you will be called at the earliest possible opportunity.