All incoming customer inquiries that are not of administrative or sales-related nature are handled by the Alaska Software support department. The support department is comprised of experienced engineers who have profound knowledge of Alaska Software's product portfolio. Should for any reasons, a support engineer not encounter a suitable and satisfying solution and/or answer to the problem at hand, escalation paths to the development team are in place. Whenvever you have a question or problem related to any of our products, our support engineers will provide you a qualified solution; always best to their knowledge.
Alaska Software provides under the term "Product Support" various support services dedicated to serve a specific type of customers. Evaluation Support is granted for free for 30 days to anyone who evaluates the DEMO Version of Xbase++. New product purchases include 12 month Installation Support and 12 month Getting Started Support upon purchase date. These support services are included with all our products and serve a single purpose: assisting you in setting up your working environment and in helping you getting comfortable with our products.
In addition to the services listed above, Alaska Software provides a number of self-help resources, such as online documents, the Alaska software Knowledge Base or our newsgroups. All Self-Help Support is granted free of charge and available on a 24/7 basis.
Additional product-specific downloads and documents are available via your online user account. To log in, please use the "Login" button on the left-hand side.
The Problem Resolution Support kicks in, whenever our other support services are concluded. Customers with valid and active Subscription products including support services have free access to our Problem Resolution Support. They are eligible to post concrete issues, best-practice questions or even send us their code-sample for further analysis.more...
Some of our support offerings are automatically included with our products, others are available as product options. The following table shows which support offering is included with which product, as well as the optional services available from Alaska Software.
|Xbase++ Trial Version||Single Licence Products
Xbase++, XbToolsIII, ADS DatabaseEngine
Xbase++ Educational and Xbase++ Classroom
|Subscription Products w/o Support
Foundation and Professional Subscription without Support
|Subscription Products with Support
Foundation and Professional Subscription with Support
|Getting Started Support|
|Problem Resolution Support|
PDR: A Problem Description Report (PDR) describes a single problem/question for which a customer got in contact with technical support. PDRs are classified according to their kind and severity. Most PDRs are publicly visible and can be accessed via the Knowledgebase.
Problem: A Problem is defined as a single support issue and the reasonable effort estimated to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered as a separate issue.
Single Component: Refers to an Executeable (EXE), Dynamik-Link-Library (DLL), an include file (CH), a Source file (PRG) or any other single file contained in a product installation.