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 11 requires modifications to programs that ran on Windows 10. | not included | included |
Modifications for major release of a language binding not fully compatible with the previous one1. | PHP 8 requires modification of the PDFlib language binding for PHP 7. | 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 8.0.1 requires modification of the PDFlib language binding for PHP 8.0.0, although PHP 8.1.0 is already supported. | not included | included |
Update to the current maintenance release of the licensed product | Update from PDFlib 10.0.1 to PDFlib 10.0.2 | at list price for minor updates | free |
| Update to the current major release of the licensed product | Update from PDFlib 9 to PDFlib 10 | at list price for major 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 10 to PDFlib+PDI 10 | 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 9 and requires further licenses for this release, although PDFlib 10 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. | |||