Whether you are a trial user or already own an Infragistics product, you'll find
our products are available with a full range of support options, relevant to
your needs:
Trial Support
Note: Support is not available on Trial products that are Retired.
Trial users of any of Infragistics' Active products are entitled to Trial
Support, which includes:
-
Access to the
Knowledge Base
on the site. We recommend this as the first place to look for
answers.
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No-charge technical support via
Web Support
Form. We'll provide help for questions regarding installation problems, the
functionality of our products, debugging, programming issues, product usage
issues or explanation of error messages.
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Access to the
Peer-to-Peer Newsgroups/Forums,
a collection of Internet newsgroups/forums that allow you to share problems and ideas
with other Infragistics users. (Infragistics does NOT support these
newsgroups/forums directly. They are peer-to-peer only.)
Standard Support (Included with Annual Subscription)
Registered users of Infragistics products with valid licenses are entitled to
Standard Support which includes:
-
Access to the
Knowledge Base
on the site. We recommend this as the first place to look for answers.
-
No-charge direct developer support via
Web Support
form. We'll provide help for questions regarding installation
problems, the functionality of our products, programming issues, product usage
issues or explanation of error messages.
-
Access to the
Peer-to-Peer Newsgroups/Forums,
a collection of Internet newsgroups/forums that allow you to share problems and ideas
with other Infragistics users. (Infragistics does NOT
support these newsgroups/forums directly. They are peer-to-peer only.)
-
Hot Fixes are
available from the Infragistics Web site.
Please Note:
-
Some restrictions apply, as indicated by product status. Your product status is
available in our Product LifeCycle information
and an explanation of
Product Status
is also available for your convenience.
-
Free phone support and Web Live Chat are only available with the purchase of NetAdvantage
Subscription with Priority Support (1 year of phone support).
-
Please Note: We require product registration before a support incident can be
created for a product, and for access to our Hot Fixes. You may register your
product or review your registered products
here.
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For issues that fall outside of the scope of our Technical Support services,
such as designing or planning for deployment, software development, code
review, custom samples, and implementation planning, please send your enquiry
pertaining to our custom-tailored extended services (such as training,
mentoring and/or consulting) to (sales@infragistics.com).
NetAdvantage Subscription Service (Annual)
Our development team is committed to keeping in step with new technology, and
Infragistics' Subscription Service is a convenient way to ensure your
developers are always using the latest versions of Infragistics products. Along
with all of our Windows Forms and ASP.NET controls, Infragistics Subscription
Service provides one year’s worth of updates, upgrades and new components –
Including ALL NEW RELEASES! In addition to all the benefits of our Standard
support offerings, as a registered user, you will receive automatic
notification of and access to new full version releases for the period of one
year.
Most importantly, you will be provided access to the source code for all of our
Windows Forms and ASP.NET controls and designers. Our source code provides you
with piece of mind, and is an ideal learning and debugging tool!
Renewable yearly, Infragistics NetAdvantage Subscription Service keeps you in
step with the newest technology available and ensures that you are always using
the latest versions of Infragistics products.
NetAdvantage with Subscription and Priority
Support (Annual)
With Subscription and Priority Support, you receive all of the benefits of
Subscription Service – including one year’s worth of updates and upgrades and
our .NET Source code – but you also receive one year of Guaranteed Rapid
Response, priority phone and 24-hour Mon-Fri Web Live Chat support. Renewable yearly, Infragistics
Subscription and Priority Support keeps you in step with the latest technology
and provides you with the support you need, when you need it!
Guaranteed Rapid Response
When you purchase and register your NetAdvantage Subscription with Priority Support, your product
key is linked in our system to your support level. When you submit a support
incident via our website, your request will automatically be queued for rapid
response by our Developer Support team. Priority Support also entitles you to 24-hour Mon-Fri Web Live Chat support and to
call our Support Services Department and speak with a Developer Support
Engineer during standard business hours.
NetAdvantage Source Code
When you purchase NetAdvantage Subscription Service or Subscription with
Priority Support, You are automatically entitled to download the NetAdvantage
.NET source code. The source code for our NetAdvantage Windows Forms and
ASP.NET controls provides much more than the peace of mind you have always
wanted when using components. It ensures the life of your application, provides
maximum code flexibility, and can be a great learning and debugging tool. The
power of object-oriented programming is multiplied exponentially when you
extend our source code for your own purposes. It's the head start you need to
deliver your application in record time.
* Please be aware that we do not provide developer support for our source code.
It is beyond the scope of our developer support department to explain the
purpose of any portion of the source code, nor do we troubleshoot or debug
modified versions of our source code.
TestAdvantage with Subscription and Priority Support -
Guaranteed Rapid Response
When you purchase TestAdvantage, you are purchasing an implicitly premium
product. TestAdvantage pricing automatically includes Subscription with
Priority Support with your registered product key being automatically linked into our
system to your priority support level. The TestAdvantage Priority Team responds
during standard business hours. Membership guarantees same business day
response to an online web support submission request received by 1 p.m. EST.
For support requests received after 1 p.m. EST, a response will be returned by
1 p.m. the next business day. Priority support via phone is available during
our standard US Support Department hours of operation. A
response may be a technical solution, or in the case of a larger problem, an
acknowledgment with a status report.
Please note: Issues that are determined to be due to Mercury Quick Test
Professional or the Mercury .NET Add-in will be referred to Mercury support
http://support.mercury.com/, and are subject to Mercury verification of
your service level.
Infragistics provides support for our proprietary wrappers for Mercury QTP
within the service levels offered by Infragistics.
JSuite Gold Edition
The JSuite Gold Edition is a comprehensive package of product and support for
the corporate developer. In addition to all Standard product support features,
source code for Infragistics JSuite components* is included, providing much
more than the peace of mind you have always wanted when using components. It
ensures the life of your application, provides maximum code flexibility, and
can be a great learning and debugging tool. The power of object-oriented
programming is multiplied exponentially when you extend our source code for
your own purposes. It's the head start you need to deliver your application in
record time.
Please be aware that we do not provide developer support on our source code. It
is beyond the scope of our Developer Support Services Department to explain the purpose
of any portion of the source code, nor do we troubleshoot or debug modified
versions of our source code.
Support Department Hours of Operation
US Support Services Department: (609) 448 2000
Monday-Friday, 9AM-5PM EST, excluding US holidays.
European Support Services Department +44 (0) 8456 770 021
Monday-Friday, 09.30 - 16.30 UK time, excluding standard UK holidays.
Rapid Response Support via email (Web
Submission Form):
If you have selected the US region in your
member profile:
We guarantee to return a response by 5PM EST to a web support submission
received by 1 p.m. EST. For support requests received after 1 p.m. EST on a
standard US business day, a response will be returned by 1 p.m. the next
standard US business day. Priority support is also available via 24-hour Mon- Fri Web Live Chat and phone during
standard US business hours.
If you have selected the Europe region in your
member profile:
We guarantee to return a response by 17.00 UK time to a web support submission
received by 13.00 UK time. For support requests received after 13.00 UK time on
a standard UK business day, a response will be returned by 13.00 UK time the
next standard UK business day. Priority support is also available via 24-hour Mon-Fri Web Live Chat, and phone during standard UK business hours.
A response may be a technical solution, or in the case of a larger problem, an
acknowledgment with a status report.
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