Greatstone Support Policies
What is a Support Incident?
An INCIDENT is defined as a single, REPRODUCEABLE issue displaying specific symptoms where:1) Greatstone agrees the problem is directly related with the OPERATION of activePDF software and
2) a resolution can be reached using reasonable efforts. A single support incident may involve multiple round trips of contact.
- INCIDENT - a problem that cannot be broken down into separate subordinate issues. If a problem can be broken down into subordinate issues, each shall be considered a separate incident.
- REPRODUCEABLE - A problem that Greatstone can re-create on its own systems.
- OPERATION - a problem that is directly related to activePDF software as defined in the applicable product documentation. Does not include the interoperability of activePDF software with any third-party products, nor does it cover sources of input that are initially forseen to not adhere to the published guidelines or specifications.
What a Support Incident is Not:
- Custom coding or consulting.
- A problem directly caused by a software bug, documentation error, or unsupported feature.
Definition of Incident Resolution
Once an incident is accepted by Greatstone Support, resolution of the incident shall be defined by accomplishing any one of the following:
- The incident results in a reasonable solution.
- The incident results in a reasonable workaround.
- Greatstone has determined the incident is related to a source of input that does not follow a published guideline or specification.
- Greatstone determines the incident is an enhancement request.
Guidelines and Priorities
- Basic Email Support from Greatstone is free for pre-sales inquiries. Priority of incidents is established on a first-come, first-served basis.
- Support requests received from customers that have support contracts receive priority over Basic Email Support.
- Customers with a current Greatstone Gold Support Package always receive the highest priority. For more information on purchasing a Greatstone Support Package, please click here.
What We Will Help You With
- Installation of activePDF products
Provided you are using one of activePDF's digitally signed installers, the operating system and service pack are listed as supported and the installation defaults are selected, our Technical Support Engineers will assist you in getting activePDF up and running. If it is determined that one of the above conditions is not met, an alternative will be suggested.We also offer onsite installation and implementation packages, click here to order or contact our sales team on 0207 371 2735. - Security settings
We will assist you with NTFS and registry permission settings, provided you are logged in as the local administrator for the machine. - Algorithmic recommendations using activePDF products to develop a solution
Our team of experts can provide you with the best ways to get the job done. We'll provide you with "how to" functionality that explains the best way to use activePDF. - Explanation of activePDF product properties and methods
Unclear about how a particular property or method is used? Our Technical Support Representatives can further explain how all of our products properties and methods work. - Order of precedence issues when using activePDF products
Your particular situation may be unclear as to when you call certain methods or set certain properties with activePDF products. Just ask our Tech Support personnel if you are on the right path and if not, we'll help you get there. - Pseudo-code examples that assist with developing a solution
Since activePDF can be used in literally dozens of environments, we utilize pseudo-code when explaining the operation of activePDF products. We may not speak your exact language, but our Technical Support Team can point you in the right direction with easy to understand examples. - Bug determination
Not every software product is perfect and sometimes bugs do crop up. At Greatston we take bug reports seriously and report them up the pipeline to development as soon as they are reproduced in-house. If your problem is caused by a bug, you will be told which service pack or hot fix it will be corrected in. - Troubleshooting your program's interaction with activePDF product(s)
Provided the issue can be traced to using an activePDF product and any other pertinent guidelines have been followed, our Technical Support team can review your code in helping you resolve your problem.
What We Will Not Do
- Look at issues if you have not yet downloaded the product.
- Convert software between two different languages (e.g. ASP to ColdFusion).
- Assist you in setting up your server (outside of activePDF configuration issues).
- Write custom code.