Support Services for Warranty and Paid Support
The following overview lists the details of our support policy:
| Service | example | Warranty (free) | Contractual support (fee-based) |
Response time for a support case (actual fault rectification can take longer) | undefined | 2 working days | |
Support time for a product | Germany: 1 year; otherwise: 30 days | lifetime of the product (current release only) | |
Correction1 or workaround for a fault | included, if legally required | included | |
Modifications for a newer version of an operating system platform not fully compatible with the previous one1. | Windows 8 requires modifications to programs that ran on Windows 7. | not included | included |
Modifications for major release of a language binding not fully compatible with the previous one1. | PHP 7 requires modification of the PDFlib language binding for PHP 5 | not included | included |
Modifications for the maintenance release of a language binding that is not the current version but was supported in the past and the maintenance release of the language is not fully compatible with the previous one1. | PHP 5.4.1 requires modification of the PDFlib language binding for PHP 5.4.0, although PHP 5.5 is already supported | not included | included |
Update to the current maintenance release of the licensed product | Update from PDFlib 9.0.1 to PDFlib 9.0.2 | at list price for maintenance release updates | free |
| Update to the current major release of the licensed product | Update from PDFlib 8 to PDFlib 9 | at list price for major release updates | free |
Information on release of new major or maintenance releases | - | by email | |
Upgrade to current maintenance release of a higher-quality product of the same major release at the upgrade list price | Migration from PDFlib 9 to PDFlib+PDI 9 | available within 1 year of the next major release | available for the lifetime of the product |
Purchase of additional licenses of the licensed product at the list price | Licensee uses PDFlib 8 and requires further licenses for this release, although PDFlib 9 is already available. | available within 1 year of the next major release | available for the lifetime of the product |
1.Implemented by a maintenance release for all licensed platforms and the pertinent language binding used. | |||