IAIK Support System is provided to you by the IAIK software developers, who have designed the libraries and can therefore give you the best answers to your inquiries. Support is given on an email basis and is calculated using support points. Support is available for all our customers who hold a valid toolkit license. Please see the general support conditions below.
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There are two Support Programs:
- Gold Program, where we guarantee an answer to you during one working day (IAIK office hours 9-18 MEST) and
- Silver Program where we guarantee an answer during three working days. If we cannot meet the guaranteed response time limit, you will not be charged for the case in question.
Pricing
Support points are sold in packs of 100. One pack of 100 Support Points costs 600 €.
Annual Flat Fee (unrestricted support): Silver Programme 6.000 €, Gold Programme 12.000 €
Points Deduction in Silver Program:Minimum deduction per answer: 5 points
Fee for 1 working hour: 25 points
Points Deduction in Gold Program:Minimum deduction per answer 10 points
Fee for 1 working hour: 35 points
FOR FREE!IAIK Software Licenses include some free support points: The first Single Developer Toolkit License includes 20 support points and each additional license 5 support points each valid for the Silver Support Program. Unlimited Developer Toolkit License includes 100 support points valid for the Silver Support Program.
Unused PointsYour remaining points that you have not used will be stored and can be used later on at any time you have a valid toolkit license. The free points that come with a certain software library are product related and will not be stored; you should use them during the license period of that particular product. Please also read our service conditions!
Support Address:Customers who have bought support-points, may send their support questions to the following address: jce-customersupport@iaik.tugraz.at
Evaluation Support:For support during evaluation, please write to jce-support@iaik.tugraz.at. Although we shall try to be as helpful as possible, some questions we have received in the past are simply too time-consuming to answer, for instance, questions for which we would first of all need to set up a certain testing environment before even being able to start working. Hence, we cannot guarantee being able to reply to all questions.
We are still providing archives of our previous mailing lists ! To report on the occurrence of bugs, please use our bugreport form!
