D-Level's Support and Maintenance Service provides access to a comprehensive support package suitable for commercial grade projects.

Technical support questions are handled and answered by D-Level's highly skilled staff, frequently including the product developers themselves.

Availability

The first 30 days of Support and Maintenance Service is included with the purchase of product license(s). Yearly Support and Maintenance Service packages may be purchased separatelly.

Support Features

• Assistance with product installation, usage and functionality.

• Problem resolution and workarounds (see below).

• Unlimited support incidents via e-mail.

• Access to user forums and online resources.

Maintenance Features

• Access to beta and preview releases of upcoming product versions.

• Immediate download access to all new releases.

• E-mail notification of new releases.

• Suggestions for product enhancements are analyzed so that customers can significantly influence future product development decisions.

Problem resolution and workarounds

D-Level will make reasonable efforts to solve bugs in released products, and provide workarounds if possible. The main focus for maintenance releases is stability. Typically, the following types of changes will occur for the next maintenance release (x.y.z+1):

• Fix bugs caused by changes to previously working code.

• Fix build issues on supported platforms.

• Fix defects specific to a single platform that are not present on other platforms.

• Fix critical defects within the product, including (but not limited to): crashes, data corruption, loss of data, race conditions.

• Update documentation and license information when deemed necessary.

Non-critical fixes that do not meet the above requirements will be reserved for later product versions, as the risk of destabilizing is greater than the benefit.

Version Support

A product version x.y.z will be supported until one year after the release date of the following version (x.y+1.0 or x+1.0.0, whichever comes first). Support is only offered for the official stable releases; not for snapshots, beta releases, preview versions and other unsupported releases.

Support Procedures

Support requests can be submitted by e-mail only; there is no phone support.

To ensure a prompt response the licensed developer should send an English plain-text e-mail from the mail account registered for his license ID providing the following:

• a clear, detailed description of the problem/question/suggestion

• which supported and released version of the product is affected

• what is the operating environment (OS, hardware platform, build tools etc.)

• if applicable a complete test case that demonstrates the problem

Additional relevant content (ie. screenshots) should be included as the mail attachment. Image formats preferred are JPEG and PNG; compressed content should be included in zip or tar.gz archives. Executable content and documents in platform specific formats (e.g. Microsoft Office) are not accepted.

The licensed user needs to respond to requests from D-Level Support to guarantee a prompt handling and if possible, a solution to the issue.

Additional support services are available for site license holders upon request. Contact your account manager for more information.

These conditions are subject to change upon 30 day notice.