Per Incident Phone Support -
Licensed and registered developers of current
DBI products, with an active maintenance subscription, 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.
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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 functionality 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 behavior 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.
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