BTW - Customers with an Enterprise license receive the fixed sources as soon as they are available.
If you are unable to compile the library by yourself and the problem is more complicated, you'll receive a pre-compiled preview version for testing.
The goal is to solve the problem as quickly and easily as possible.
Even the best software packages contain bugs, and this is certainly true for DynaPDF as well. Most bugs only occur under specific conditions, and some are serious, others less so.
Bugs that cause the application to crash are always given the highest priority and are fixed first. Depending on which function is affected, an update will be released the same day.
Such serious errors are thankfully the exception. However, less serious errors sometimes receive a lower priority than customers would like, which is why there's a way to prioritize errors. This is possible with a so-called Service Level Agreement.
We offer two service levels:
- 24 Hours Reaction time / 8 Days Fix time
- 24 Hours Reaction time / 6 Days Fix time
Reaction time
A 24 hour reaction time means that we will contact you within 24 hours. We are not talking about a short standard reply, but rather a qualified response.
Within the reaction time, we will attempt to reproduce the error based on your description. If the error is not yet reproducible or important data is missing, we will request it directly. No time wasted – that's what service level is all about!
Fix time
The fix time begins as soon as all the necessary information for resolving the issue is available, allowing the error to be reproduced. Ideally, this is upon receipt of the error report. Your cooperation is also required to prevent this timeframe from being unnecessarily extended.
If possible, please provide us with a code snippet that can be used to reproduce the error. Attach any files needed to reproduce the error directly to the email or send us a download link.
Simplified error descriptions are not helpful. Please describe the problem as precisely as possible. Code snippets are strongly preferred. If a description is sufficient, please also tell us the programming language used.