Support
Envyr Corporation prides itself in offering the best software support in the industry today. That support includes fixing problems and listening to your comments and concerns. If you have a software problem, it can normally be fixed and a workaround made available to you within a few days after the problem is reproduced in our lab.
Problems with your hardware protection device should be reported to Sales via email or telephone. See the product documentation for instructions regarding the use of our failsafe features.
Before reporting a suspected software problem, please check out the support FAQ, visit the hot fixes page, and make sure you are running the current release of the software. We almost always ask for a listing from our icinfo utility, so having that information available will help us respond more quickly.
Before submitting a question, please check the Documentation and FAQ areas for more information.
Levels of Support
We offer three levels of paid support:
- Telephone Support Contract
You may contact us directly by telephone or indirectly by the Support Form, email, or fax. Problems and questions are given the highest priority. - Priority Email and Fax
You may contact us only via the support form, email, or fax.
Problems and questions are given medium priority, with a response typically within one business day. - Per-Incident
You may contact us by telephone and request per-incident support. The per-incident charge is $75, which covers up to one hour of time working on a particular problem or question. Payment is required in advance via credit card.
There is no charge to submit a problem report or suggestion via our support form, email, or FAX. Problems submitted this way are investigated as time permits and must also include sufficient information for us to reproduce the problem (such as the icinfo report, a program sample, a sample data file, steps to cause the problem).
Pre-sales telephone support is available to potential customers who are interested in trying our product. New customers also receive telephone support for the first 30 days after their purchase.
The Telephone Support Contract and the Priority Email Contract can be purchased from Sales. See the ICOBOL Pricing page for prices.
Notice to FAX Users:
Please make sure to include both a detailed problem description and how we can contact you back.
We cannot respond back without knowing your telephone or fax number!
Non-ICOBOL Problems
From time to time, we are contacted to assist our customers with problems
that are eventually determined to be due to errors in their COBOL application
or operating procedures, rather than the ICOBOL product. And, from
time to time we are asked to help solve operating system and network
problems. In these cases, we will invoice for a consulting fee based
on the amount of time spent handling the request and the nature of
the request.