Use the information below to identify the type of support you require.
Extent of Support—Gold, Platinum, Single Incident and Complimentary Support
Equilibrium Technical Support answers general usage questions about Equilibrium products. Our assistance includes helping you understand:
- The documented features of our applications
- How these features can be used
- How to troubleshoot unexpected behavior encountered while using these features
- Our role in assisting you with the development of your project extends to helping you understand how the products work—not directly implementing these product features in your project. Consulting for custom script creation can be purchased on an hourly basis.
Additional channels for development consultation include:
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Free Equilibrium Online Forums
Fee-based Support Programs
Gold
Incident support offered in 5 pre-purchased incidents that includes complimentary updates and bug-fixes as they become available
Platinum
Annual support plan with unlimited support incidents that extends that includes complimentary updates and bug-fixes
Registration
Equilibrium Technical Support requires a registered product serial number when you access our one-to-one support offerings (for example, e-mail or telephone support). If you have not yet registered your product, please register online.
Supported Products and Versions
Support is available for the following versions of our products:
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The most recent version of product shipped
- The previous major version released prior to the newest version
Note: A "major version" is a version that is a paid upgrade from the previous version. Usually, major versions are numbers ending in .0 or .5, for example, Equilibrium DeBabelizer Pro 5.0.
Definition of Resolution of Issue
Once an issue is accepted as being within the extent of technical support (as described at the top of this page), resolution of a technical support issue shall be defined as accomplishing any one of the following:
- Providing a reasonable solution to the issue
- Providing a reasonable work-around to the issue
- Determination by Equilibrium that the issue is an enhancement request and forwarding the request to Equilibrium Product Management
- Escalation by Equilibrium of the incident/bug to Equilibrium Engineering for review
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