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If you purchased SecureSuite with an authentication
device from a manufacturer or reseller, you should first contact them
for technical support, because I/O Software may not be able to resolve
problems related to hardware or device drivers provided by our partners.
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Support Fees |
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I/O Software provides technical support to
end users by phone or email on a per-incident fee basis. The per-incident
fees are as follows:
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- SecureSuite XS Workstation
- SecureSuite XS Server
- SecureTec SDK
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$40 per incident
$125 per incident
$350 per incident |
| Contacting Technical Support |
- Before contacting support - Please
review the tips and information provided in the 'troubleshooting'
section.
- Phone support - Call 703-738-9267
during our normal business hours (M-F, 8:00 to 5:00 PST) and ask for
technical support. Be sure to have your credit card ready in order to
receive support. If you already have a support incident number, be sure
to have that number ready.
- Email support - I/O Software offers
email based support at standard support prices. Please use the email
support form to submit your issues directly.
- If you do not have a credit card
- We can accept purchase orders as an alternate form of payment for
US customers seeking support. There will be an additional $25 invoicing
fee for each purchase order. Please send or fax (703-852-7915) your
Purchase Order to the remittance contact for processing. The following
information is required on all Purchase Orders submitted to I/O Software:
- Purchase Order Number and Date
- Bill-To Address, including Contact
Name, Telephone and Fax
- Total Amount Due (tax, if applicable,
will be added).
- Net 30 Day Payment Terms
- Authorized Signature
- Remittance address:
I/O Software, Inc.
6711 LEE HWY, Suite 214
Arlington, VA 22205
Fax: 703.852.7914
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| Additional Support Options |
- Pre-Sales - If you have not yet
purchased any product, and you have pre-sales questions, please contact
I/O Software sales department (sales@iosoftware.com
or +1-703-738-9267) or contact one of our resellers.
- Bug-Report - To report a bug or
suggestion, you can use our bug
report form. Your bug report or suggestion will be considered, but
you may not receive a direct response.
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| Support Incident |
| A support incident is defined
as a single support issue and the reasonable effort needed to resolve it,
including follow-up by email and/or telephone. A single support issue is
a technical question or a technical problem with SecureSuite that cannot
be broken down into subordinate problems. If a problem consists of subordinate
problems, each shall be considered a separate incident. |
| Resolution |
| An issue is considered resolved
when a reasonable solution has been provided for the issue through any of
the following outcomes: |
- Work-around - A reasonable work-around
to correct or circumvent the issue has been provided.
- Knowledge base - Determination that
the incident is a known issue that has already been documented in the
KB, release notes, or elsewhere.
- Feature request - Determination
that the incident is an enhancement or feature request, which is then
forwarded to I/O Software Product Development.
- Bug report - The incident is submitted
as a bug to I/O Software Quality Assurance for review.
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| Support Hours & Response
Time |
| Support is normally provided during
normal business hours, from 8:00 to 5:00 PST, excluding major US
holidays. |
| Initial response time is defined
as the time the customer initially makes contact by phone or email regarding
a new incident, and provides sufficient information to begin the process
of resolving the issue, until the time I/O Software responds to the customer
with a resolution or request for more information. |
| It is our goal to provide an initial
response time of 2 hours or less for most incidents. If an incident cannot
be resolved on initial contact and research is required to resolve the incident,
follow-up may take longer. In these cases, it is our goal to provide a resolution
within 24 hours. If I/O Software is unable to provide an initial response
time of less than 4 hours, or a resolution within 48 hours, the support
fee may be waived. Because of their highly technical nature, SecureTec SDK
support issues typically take longer to resolve, so these guidelines do
not apply to SDK support. |
Fee Waiver |
| We may waive or refund the technical
support fee if you have discovered a new bug in SecureSuite which is not
listed in the support Knowledge Base, release notes, or other documentation,
and has not been fixed by an updated software release. The fee waiver does
not apply if: |
- Hardware - Your problem is hardware
related.
- Drivers - Your problem results from
device drivers or other software components not developed by I/O Software.
- Multiple devices - You have more
than one authentication device and/or authentication device support
module installed on your computer.
- Checklist - Your problem could have
been resolved by following the troubleshooting
checklist .
- Undocumented SDK feature - Your
problem is related to undocumented functionality or unsupported sample
code in the SecureTec SDK.
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| Guarantee |
| No guarantee, expressed or implied,
is made regarding response time for support incidents, although we will
endeavor to provide assistance on a timely basis. I/O Software, Inc. is
not responsible for any problems that arise at your site as a result of
applying information supplied in connection with incident resolution. If
problem resolution is not satisfactory, I/O Software will as appropriate
and at its discretion refund the cost of a fee-based support incident. |
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