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

Technical support requests for Black Ice Printer Drivers is provided through email free of charge to companies who have licensed a Black Ice Printer Driver.  All technical support requests should be submitted via e-mail to driversupport@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 provides paid phone support on a per incident basis at a rate of $250 per incident.  For additional information, please contact our sales department or click here.

Please read how to submit technical support questions.

Priority maintenance, support, and upgrade protection

Black Ice offers priority maintenance, support, and upgrade protection contracts to keep you up to date with all product updates (patches) and future releases during the period of the contract, and to provide unlimited e-mail support for the period of the contract. All technical issues must be submitted by e-mail first.

1-year contract - 60% of original product cost.

Upgrades

Generally, at least one new release occurs each year. Black Ice notifies customers through e-mail broadcasts or through the monthly newsletter after a major release.  The cost of the upgrade to the latest version of the printer drivers is in part determined by the elapsed time since the initial purchase.

To request an upgrade for your existing Print Driver, please e-mail your request to sales@blackice.com.