iHTML 2.20 HotFix
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Inline Technical Support Policy
To better support our customers, Inline has implemented the following support policies. If you have any questions or comments on the following, please email custserv@inline.net. You must be running at least the latest released version of our software for any type of support to be provided. The reason for this is simple, many times a reported issue has already been resolved and it is faster for all parties involved to update to the latest version first. Getting your issue resolved quickly is our top priority.
Hours
Inline provides email and phone support from 8am EST to 6pm EST, Mondays through Fridays excluding Canadian holidays. Emails beyond those hours may be returned if staff are still working beyond the standard hours.
Free Coverage
Inline provides free installation assistance. This does not mean Inline will perform the install for you. It means that we will provide answers to questions that you may have. Inline will do a paid installation for you if you require which includes the 3rd party components. Call our sales department to order a paid installation. Other items covered for free include:
Note:
Inline does not charge for bug reports. If a paid support incident was due to a bug in the Inline software (not 3rd party) then there will be no charge for the incident. Inline is not responsible for making backups of data or files when working on solving a problem.
Paid Coverage
Items that are covered with paid support include:
- information on where a particular action happens in the code
- how do I set up the product to do a particular task
- fixing incorrect settings in a store setup
- software installation as a separate item which includes everything needed to get iHTML and merchant running on the machine except the operating system install and configuration
- priority bug fixes before next release or something that is not mentioned here please contact support@inline.net for a quote.
Not Covered
Inline provides technical support for it's own products, it does not provide technical support for 3rd party components that may be required to run the Inline software. Support for those products should be obtained from the vendor. This includes ODBC drivers, databases, web servers, operating systems and hardware.
Inline can not provide support on a store that has customizations, this is the responsibility of the developer.
Inline does not provide programming support. You may use our mailing list or support forum for assistance or to find a paid programmer. Inline can do custom programming, for a quote contact customer service.
Inline does not provide end user support except when that support has been purchased. We will refer end user clients back to their hosting provider if they are not our direct customer. If an end user does not have a paid support contract through their hosting provider they may purchase one directly from Inline. If the hosting provider is unwilling or unable to assist the end user or work with Inline to resolve the issue, then Inline may recommend another hosting provider.
Inline does not provide any sort of support for setup of our software on a non-supported platform. A supported platform for a particular product, is one that is listed on that product's web site.
Inline does not provide maintenance support on databases, web servers or operating systems.
Inline does not provide free support on Inline software that is non-functional due to 3rd party components that have changed. This includes but is not limited to the ODBC Driver Manager, ODBC driver, database server, web server, operating system, payment processor, shipping provider etc....
If you are referred to a 3rd party, the case remains open with Inline until the 3rd party has resolved the problem. Inline will contact the customer periodically (by email) to see if the problem has been resolved in order to officially close the support case.
Pricing (in US Dollars)
Per Incident Support Call $ 75
5 Call Block $ 325
10 Call Block $ 600
20 Call Block $ 1000
1 Year Unlimited Support $ 1495
Mall End User Support $ 85 per store (all stores hosted within a mall must purchase this program)
oPAYc Subscription $ 50 per year per driver
Full Installation Incident $ 300
(web server, odbc, database, ihtml and merchant)
Update Installation (single store) $ 75
Update Installation (mall) $ 150
Regeneration of oPAYc keys (1 free) $ 20
Purchasing
To purchase technical support, please contact our customer service department at 905-680-0436 or email either support@inline.net or custserv@inline.net. You can also purchase support online Here
Response Time
Standard Response for a paid support incident/contract client is 4 business hours. Standard Response time for non-support contract clients is two business days. If you require faster response, then
you need to purchase a support contract or incident. These times are for initial response not the time it may take to resolve the problem.
Should Inline require access to the machine to troubleshoot the problem, that access must be through Telnet, SSH, VNC or PC Anywhere. FTP access may also be necessary. Inline is not responsible for loss of data or revenue in any way whether the problem was caused by Inline or our software or not.
Support Process
When a request for support is initiated via email or phone, the type of support request is determined and the incident is billed or not. The incident is then entered into our Support Tracking System. An incident number will be provided and the case will remain open until resolved. The support technician will determine the appropriate course of action to resolve the issue. This may include a suggested update to the software, reinstallation, referral to a FAQ or documentation.
A support incident at first involves determination of the actual problem. The act of determining this is part of the paid support incident. This may end in referring the customer to a 3rd party (hosting provider, database vendor, web server vendor, operating system vendor, customization developer or plugin component vendor or other third party). The support technician will refer the client to the appropriate party or suggest an alternative for further resolution.
Support will be provided until it is determined that
- the installation environment is not supported
- the software being installed is modified or corrupt
- the issue is a bug, (the incident then becomes a bug report issue)
- the user is attempting to do something which the software was not designed to do
- the problem has been resolved to allow normal use of the product
Other Notes
Email is preferred, to respond to a support incident after the initial call since most of the time, detailed instructions need to be conveyed and it is usually better for the client to receive them in a written form so they can be referred to while following them.
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iHTML Mailing List
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iHTML Training
Inline offers a 4 day intensive course on the iHTML Merchant and iHTML programming.
Courses run at our Mississauga Ontario offices, and in select cities in the United States.
Call Inline at 905.712.3841 to book a training course.
Click here for more information
Note: All prices on this page in US dollars.
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IIS Installation Information
Help with IIS 4.0 and iHTML
Help with IIS 5.0/Windows 2000 and iHTML
General FAQ - iHTML configuration on IIS servers
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