Enhanced Support FAQ

IMPORTANT: this article discusses timescales and ETAs for fixes. Please read it carefully.

Enhanced Support is the collective name for Aspose’s support options above free support: Priority Support, Enterprise Support and Sponsored Support.

What does Enhanced Support give me?

Enhanced Support guarantees that your initial post will get a response within one business day. We do not guarantee a resolution within that time. Where we can, we provide a work-around to either partially or fully resolve your issue. In more complex cases a work-around may not be possible.

How do you categorize issues?

Issues that involve a change to the product are more complex and are dealt with in one of three ways:

  • Issues – problems with the product – are put in the development queue above issues raised via free support. They are prioritized but still in a queue and a fix may take time.
  • Feature enhancements – improvements to existing features, or changes to how existing features work – are put in the development queue above enhancements raised via free support. They are prioritized but still in a queue and an enhancement may take time.
  • New features – features that are missing from the product – are added to our road map after discussion with the customer.

What's the process for dealing with issues?

Enhanced Support issues are placed in the development queue above issues raised via free support. They are prioritized, but they are still in a queue and a fix may take time.

How long it takes to fix an issue depends on the issue’s complexity and priority. To avoid disappointment, we generally do not supply timescales for a fix will be delivered. When an ETA is given, it is not guaranteed and should not be relied upon for internal plans. Delivery dates are subject to change and delay.

What's the process for dealing with feature enhancements?

Feature enhancements are put in our development queue above enhancements raised via free support. They are prioritized, but they are still in a queue and may take some time to deliver.

We reserve the right to wait for more demand for feature enhancements before starting development. We may also decline feature enhancements that do not match our vision for a product.

Feature enhancements are new requirements to the product and are fed into the product development lifecycle. This means that is it not possible to give an estimated delivery date. When an ETA is given, it is not guaranteed and should not be relied upon for internal plans. Delivery dates are subject to change and delay.

What's the process for dealing with new feature requests?

When we agree with a customer that a new feature is feasible and useful, we add it to the internal roadmap.

We reserve the right to wait for more demand for new features before starting development. We may also decline new features that do not match our vision for the product.

Because new features add new requirements to the product, they are fed into the product development lifecycle. This means that it is not possible to provide an estimated delivery date. When an ETA is given, it is not guaranteed and should not be relied upon for internal plans. Delivery dates are subject to change and delay.

With regards to file format support, we aim to eventually be 100% compatible with all our supported file formats. You can read our statement on feature support for more details.

What if my issue, feature enhancement or new feature is time sensitive?

Enterprise Support customers who have a pressing need for a fix or feature can take advantage of Sponsored Support. Sponsored Support accelerates new features to the top of the road map.

I was given an ETA, but the fix wasn't delivered on that date.

While we do our best to keep to any dates given, this is not always possible. Issues may be larger in scope than originally estimated, higher priority issues may appear, or the development team may be depleted. Any dates we give are estimates not promises. We endeavor to meet dates we set but make no guarantees.

I'd like an update on an issue I've raised.

Please post a request for an update on the forum thread where you have been discussing your request, we'll be happy to provide an update.

How will I know when a fix has been delivered?

When a fix is published two things happen:

  1. An automated post announces the fix in the forum post that discusses the issue.
  2. You are sent an email with the same automated announcement. Please ensure your registered email address is correct.

I have a Priority Support account but can't find the PS forum.

Priority Support support customers log their issues in the Priority Support forum. When you signed up for Priority Support, your account was given access to the private Priority Support forum. To get access to it:

  1. Log into your Aspose account at www.aspose.com.
  2. Visit the Priority Support forum.
  3. Post an issue with as much information as possible: error messages, document samples, code snippets, etc. The more information you give us, the quicker we can diagnose your issue.

I have an Enterprise Support account but can't find the ES forum.

Enterprise Support support customers log their issues in the Enterprise Support forum. When you signed up for Enterprise Support, your account was given access to the private Enterprise Support forum. To get access to it:

  1. Log into your Aspose account at www.aspose.com.
  2. Visit the Enterprise Support forum.
  3. Post an issue with as much information as possible: error messages, document samples, code snippets, etc. The more information you give us, the quicker we can diagnose your issue.

I've just purchased a product and it doesn't support my needs.

We offer a fully functional, flexible evaluation system to allow customers to test all elements of a product before buying. On the rare occasions that customers find an issue after buying and we're unable to help them in the timescales they need, we are be happy to honor our refunds policy

Aspose End User License Agreement Wizard.

Aspose’s End User License Agreement is fair to both our customers and to Aspose as a business. To that end, we anticipate customers will be happy with the wording in our license agreement.

From time to time we receive requests for minor changes to some standard terms within our license agreement to fit specific customer needs. As a technology company dedicated to high quality, competitively priced products, we do not offer one-to-one legal consultation for any requested changes.

For customers purchasing Enterprise Support, we will make available our Aspose End User Agreement Wizard application. This allows customers with an Enterprise Support subscription to request changes to areas of the license agreement which Aspose is comfortable granting and honouring. This transparent process provides flexibility to our customers while allowing Aspose to continue its focus on building the best possible products while keeping prices low.

Questions?

If you have any questions or problems, please feel free to contact our support team.