1. Free Installation Support
1a. OPTIMUM Runtime Systems are legendary for their ease
of installation and out-of-the-box stability. Even so, sometimes
issues arise, and users can be confident that we offer FREE
installation support by email for first-time installs.
1b. Please include the OPTIMUM End User name or System
Serial Number in any request for support. We cannot respond
to Support Requests for unknown or unidentifiable systems.
1c. While we try to service incoming support email continuously,
it may take a day or two to receive a reply to an emailed
request for support. There is no guaranteed turnaround time.
Your system must be capable of a viable Internet connection
to the OPTIMUM Registration Server for installation and registration
to succeed. If we are unable to get your OPTIMUM Runtime System
installed within 14 days, we will refund your OPTIMUM license
2. Other Support
2a. All support, other than that related to the original
system installation, is provided in the form of "Technical
Support Incidents". For example, if you ask for support
for any of the following tasks or topics, a support incident
charge will apply:
* OPTIMUM issues not related to original system installation
(for example, re-installation),
* issues with application software built to use OPTIMUM
* programming in the form language
* form language capabilities and statements
* statement operation and parameter syntax
* form language program design
* database design
* potential system bugs
* subsequent installation, re-installation, registering
or re-registering for any reason (e.g. user error, dealer
error, lack of backup, new hardware, etc (1))
* debugging application code or investigating behavior caused
by the undocumented or unintended use of features
* file repair
* data extraction or conversion to another format
2b. We use PayPal to collect for all charged Support Incidents.
Once a system has been initially registered and is up-and-running,
the FREE installation support period is complete. Any system
for which chargeable support incidents remain unpaid cannot
be renewed. Successful resolution of issues opened under a
Support Incident require participation by the End User. Support
Incidents that become "idle" without a user response
or reply after 10 days will be closed and billed as completed.
(1) A signed "Affidavit of Destruction" will
be required before re-registration; whereupon the original
OPTIMUM serial number will be obsoleted.
3. Bug Reports
3a. We encourage bug reports. Bug reports must be
submitted by email and MUST include the following information:
* the version of components involved (WFORM, WSELECT, WOPTIMUM,
and so on)
* screen prints and technical information regarding any
exception errors or crashes seen
* the operating system environment being used (version and
service packs, if any)
* source and object code to the failing form (and those
needed to reproduce the failure)
* dictionaries and data files needed to reproduce the failure
* instructions for reproducing the failure
3b. All Bug Reports start as a Technical Support Incident.
If we confirm the existence of a bug through analysis of your
submission, you will not be charged. When possible, we will
supply you with a circumvention or an estimate of the availability
of a correction within OPTIMUM. If you require immediate analysis
of your submission you will be charged a Technical Support
Incident fee regardless of whether our analysis indicates
a potential bug. (We are happy to help you with any OPTIMUM-related
problem, but if you ask us to set aside other work in order
to do yours, please be prepared to pay for it.) Otherwise,
we will review your bug submission and investigate your issue
as time permits; we do not guarantee the turnaround time.
No support incident charge ever applies to a valid
bug submission (note the earlier caveat regarding the undocumented
use of features). We cannot guarantee a correction timeframe,
or that a correction will ever be made when, in our
view, a reasonable circumvention is available.
3c. If the problem submitted is not a bug, but rather an
issue with application code, operating system environment
or other third-party software, operator usage, you will be
charged for a support incident.
OPTIMUM Technical Support Policy ©2006 OPTIMUM