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Support Policies

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.

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 the applicable product's Product Manager application (Support/FAQ tab), or through DBI's web site (Support Request Form), 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 that are licensed by DBI to use DBI products are automatically enrolled in the "Standard" technical support plan. Standard support is included in the product subscription service and available to the registered developer of a license with an active maintenance subscription. By submitting a support request form through the applicable product's Product Manager application (Support/FAQ tab), or through DBI's web site (Support Request Form), licensed developers can expect to receive an email-response to their question within two business days.

Premium (Priority Response) -

An annual support subscription plan is available for purchase by the registered developer of a license with an active maintenance subscription. For an annual subscription fee of $199 (USD), subscribers to the "Premium" plan receive access to a special support request form. Requests submitted with a valid "Premium" support subscription 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, please contact Sales@dbi-tech.com

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)

Availability:

Per-incident phone support requests are subject to schedule and availability of technical support staff. Normal hours of operation are 9am - 5pm 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.