Support Plan Q&A
Do I have to pay to report a bug?
No. Any user can report a bug to technical support by emailing all relevant details to support@data-tech.com.
I have an older version of ImageMan. If I enroll in the GOLD plan, will I receive a discount on an upgrade to the current version of ImageMan?
Yes, you will receive a 50% discount on all upgrades, as long as you maintain the GOLD support plan.
If I enroll in the GOLD support plan, am I guaranteed at least one upgrade discount each year?
As a GOLD plan subscriber, you will receive a discount on all upgrades when they are released. Our development cycles have historically been between 6 and 14 months. Therefore, there is no guarantee of receiving an upgrade discount during any 12 month period.
What's the difference between an "update" and an "upgrade"?
Updates are generally improvements in existing versions that are not related to functionality or new features. They are available for download from our web page at no cost, for all support plan members. Upgrades are new versions that have major enhancements in functionality.
How is the newsletter sent?
The newsletter will be sent by email, and will be posted on our web site. Users are encouraged to comment on, and participate in the content of the newsletter.
What is the Knowledgebase?
The Knowledgebase is a section of our web page where we post articles about using our products and sample applications. As part of our new support policy, we will be adding substantially to the Knowledgebase in the coming months.
Our organization has several copies of FaxMan (at one location). Do we have to purchase support plans for each copy?
No. However, only two contact people from your organization can receive support for each support plan purchased. In addition, for the GOLD or SILVER plans, the upgrade discounts are only available for current support plan members. Remember also, that each additional support plan purchased receives a discount of 20%.
I have FaxMan and ImageMan; do I need to purchase two support plans to get support for both products?
Yes. You would, theoretically, need more support than a user with only one product. You would, however, receive a discount of 20% off the second plan purchased.
What is "priority" phone support?
Guaranteed one half business day response by a trained technical support staff member. Depending on call traffic most calls are routed immediately to a support technician.
