Document Imaging SDK Technical Support

Black Ice Software prides itself on providing a high level of service and support to our customer base.

Technical support requests for the Black Ice Document Imaging SDK/ActiveX  are provided through email free of charge to companies who have licensed the development tool.  All technical support requests should be submitted via e-mail to techsupport@blackice.com.  E-mail request submission is necessary in order for our technical support team to properly assign a tracking number and monitor the status of open issues, as well as to make sure that all of the pertinent details are obtained in writing for reference by our technical support team.  If our technical support department determines that they cannot sufficiently answer a submitted technical support request through e-mail, one of our support technicians will contact the developer by phone.  However, the initial technical support request must first be submitted through email, with all of the relevant details.

Technical support requests are answered on a first come, first answered basis, with the exception of customers with Priority Technical support plans, which are answered first. All technical support requests will be answered within 24 hours, usually much sooner.  In order to better help our customers, we ask that they provide as much information as possible for each new incident that is being reported.  Guidelines for submitting technical support requests can be found below.

Black Ice Software offers a variety of Technical Support options. Please contact our sales department for details.

In addition to our dedicated technical support staff, answers and incites to many questions can be found in our Online Forum and Online Manuals.

Document Imaging SDK/ActiveX Upgrade Policy

Maintenance releases and patches for the Document Imaging SDK/ActiveX are provided free of charge.  Major new versions are 40% of the cost of the initial license for the SDK/ActiveX.

Regarding runtime licenses, if you have a prepaid balance of runtimes for an earlier version of the SDK, the unused prepaid runtimes are carried forward to the new version.  If you provide an upgrade of our new version to your customer, it is considered a runtime upgrade, please contact sales@blackice.com for details on runtime upgrades.

Black Ice Software Technical support policy for development tools.

Guidelines to submit technical support questions for the Document Imaging SDK/ActiveX

Detailed description of your environment such as:

• CPU speed and memory used.
• OS and language, including service pack
• Detailed step by step instruction on how to reproduce the issue.
• If the generated image does not look as it should please e-mail it.
• Product name
• The version number of the product
• The name of the company and developer licensed to.
• What development language is used such as C, C++, VB, Delphi, Borland C or Borland C++.
• What is the specific function that does not work.
• What is the input to the function.
• What is the return value of the function if any.
• If applicable, your observations.
• In some cases, why you think the function should work differently.
• In some cases, what you are trying to accomplish.
• In some cases, sample code if applicable.
• Did you try to use any of the unmodified demo applications shipped with the product?
• Can the problem be reproduced with any of the Demo applications?  If so, which?