Technical Support Policies
POLICY SUBJECT TO CHANGE
Elements of Free Support
are Guaranteed regardless of any other changes in policy for 90
days after purchase
Bennet-Tec offers several levels of support:
Pre-Sales / Evaluation Period
We offer Free Pre-Sales Evaluation support
in the following areas :
Review of Customer Project Requirements
Contact us by e-mail at
Please include a subject line specifying
"Pre-Sale Evaluation Question"
and include the name of the product in the subject
We can also offer Pre-Sales assistance by telephone
Telephone Support is however limited to review of requirements vs our product features.
Call us at +1+516-997-5596
Please leave a detailed message including your phone # and e-mail address if we can't answer immediately
After Purchase / On-Going Support
We strongly encourage customers to include the 1 year Maintenance Support
Coverage option with their purchase of any Bennet-Tec Component.
We offer FREE e-mail based Support
to users with active Maintenance Support
on current editions of software
in the following areas,
( * Note ALL team members must have
Support Coverage in order to qualify
for this support )
- Installation Issues
- Licensing Issues / Help with License Registration / Review of License Terms
- Review of Customer Project Requirements
- Tips / Suggestions on Getting Started
- Pointers to specific features ( properties, methods, events )
to meet a requirement,
- Clarification of Syntax - proper use of Properties,
Methods and Events,
- Review and Resolution of Reproducible Problem Reports
( as submitted with simple sample project code )
Our goal is reliable bug free software
We have a target of issuing an update to correct any bug
within 20 business days of reproducing the problem.
( Ugent issues can be prioritized on a paid support basis )
* If a reported problem turns out to be due to a customer error,
we will notify you that there is an error in your code
but we can only correct customer code on a paid support basis.
** The above elements of free support are limited to current product editions
and only if ALL users in the team have active coverage
in the Maintenance Support plan.
Submit your support questions by e-mail to us at
Please include a subject line specifying
the Product Name and Brief Summary of the issue
IMPORTANT - Please submit each new question on a new topic
using a separate e-mail thread. This will help us to help you.
It allows us to address each item separately - resulting in faster
responses and tracking of each issue until fully resolved.
Free Technical Support ( under the support plan ) can only
only be provided by e-mail. We can not offer detailed technical support by phone.
With Purchase of Maintenance Support Coverage
- Free updates to the latest version of your licensed product
- Free Upgrades to any Major New Editions released within 12 months of purchase
( Requires continuous uninterupted coverage, or else purchase of 2 year support. )
User To User Forums
Share ideas and code with other developers
( NOT for support by Bennet-Tec )
Posts to the above groups will not generally be answered
by Bennet-Tec - the forums are for User to User
Paid Support Projects
We can come to your
site, invite you to our offices, or work with you over the phone to provide in
depth insight as to the best way to use our controls and/or how to build your
application. We can even offer you to visit our offices and work at our systems
where our staff can answer questions as they arise.
In-Depth Tips / Suggestions / Sample Code
Detailed Assistance getting started on your project
Customized Modifications to Bennet-Tec products
Add new features or change the behavior to meet your needs.
Dedicated Fast Response on Urgent Issues
Custom Programming & Web Site Development
Creation of Modules, Sample Applications, Application Prototypes
Creation of new tools to meet your needs
Source Code Licensing
Custom Development Services
Custom Development Services include:
Writing subroutines or even complete applications to meet your needs.
Modification of Bennet-Tec components to meet your needs.
Training - we can come to your site, invite you to our offices, or work with
you over the phone to provide in depth insight as to the best way to use our
controls and/or how to build your application. We can even offer you to visit
our offices and work at our systems where our staff can answer questions as
Creation of new tools to meet your needs.
Web site development - especially complex rules based web sites.
Free Telephone support is limited to
* Pre-Sales Discussion of Features
* Pre-Sales Review of Project Requirements
ALL other telephone support can be provided only on a paid support basis.
Bennet-Tec Telephone Support is available
via telephone from 9 a.m. to 5 p.m. EST, Monday through Friday, except
The telephone number for Bennet-Tec is (516) 997-5596.
Source code for Bennet-Tec components are
available for purchase, providing much more than the peace of mind you have
always wanted when using components. It ensures the life of your application,
provides maximum code flexibility, and can be a great learning and debugging
tool. The power of object-oriented programming is multiplied exponentially when
you extend our source code for your own purposes. It's the unique advantage you
need to stand out from any competitor.
be aware that we do not provide technical support on our source code. It is
outside of the scope of our technical support department to explain the purpose
of any portion of the source code, nor do we troubleshoot or debug modified
versions of our source code.