IDAutomation Statement of Support:
IDAutomation.com, Inc. offers free technical support through documentation
of all known issues on the company’s website. IDAutomation offers free
technical support for a period of 30 days from the date of purchase
on all software products and product upgrades via phone or when the
customer
Asks a Question on the Support Forum
Technical support and product upgrades may be provided beyond 30
days with a purchased
Priority Support
and Upgrade Subscription plan.
The support provided is for IDAutomation barcode products only. IDAutomation
cannot provide consulting services or troubleshoot custom source codes.
Below is listed the type of support that can be provided for each product.
Symbology Support for all Products:
IDAutomation provides full support for the symbology, the barcode
type, implemented in the product, ensuring it was created according
to the standard, providing information about the standard and implementing
new changes to the symbology standard as necessary. For example, support
will be provided in the event IDAutomation barcode products fail to
scan, scan intermittently or develop any other symbology related issue.
IDAutomation Font Products:
All fonts created by IDAutomation are fully supported, ensuring that
they are created according to the standards for the symbology and type
of font, such as PostScript, TrueType, etc. Installation procedures
for IDAutomation fonts are provided for Windows and Macintosh operating
systems. Although examples are provided for installing fonts on Linux
and UNIX, IDAutomation is unable to provide support for the Linux and
UNIX operating systems. On any particular operating system, installation
procedures are the same for all similar fonts. For operating systems
other then Windows or Macintosh, consult the application vendor or the
operating system's documentation. IDAutomation can only support the
font itself, not the operating system the font is installed on.
Barcode Font Tools and Source Code:
IDAutomation provides several
barcode font tools
which include macros, add-ins and source code to format data to the
barcode fonts. IDAutomation supports all the tools that are provided
for the barcode fonts shown in the examples. IDAutomation is unable
to troubleshoot custom source code; therefore, the problem must be duplicated
using the examples provided so the technical staff can assist in the
problem solving. For example, the DLL provided contains an example of
how to use it in Visual Basic, but IDAutomation cannot tell how to access
it from FoxPro or
Delphi.
Source
code for the barcode fonts is provided to help programmers format
the font to a printable string. This source code is provided as sample
code that has been tested in a developmental environment. IDAutomation
can only support the source code for the developmental environment it
was created and tested in. Custom source code, modified versions of
IDAutomation’s source code or a source code that is being used in another
developmental environment cannot be supported.
Java Barcode Products:
Support for Java barcode products such as JavaBeans, Applets, Servlets
and class libraries is provided to support the product itself. These
products were developed and tested on Windows 2000 using JDK 1.3 or
later and support for these products can only be provided if the problem
can be reproduced on Windows 2000 using JDK 1.3 or later.
ActiveX Controls:
The ActiveX Control products contain documented examples for its
use with supported applications and environments including Microsoft
Word, Excel, Access, Visual Basic and C++. The controls can be used
in other applications just as any other ActiveX Control. However,
support for the other applications cannot be provided. If a problem
can be reproduced in an environment that IDAutomation supports, then
technical assistance for ActiveX Control products can be provided. Customized
version of the control, such as an interop DLL, cannot be supported.
.NET Forms Controls:
The .NET Forms Controls are supported in Visual Studio .NET and require
.NET Framework 1.1 or greater. Support for the controls are only provided
for the examples within the product documentation. Custom source code,
modified versions of IDAutomation’s source code, or a source code that
is being used in another developmental environment cannot be supported.
Customized versions of the control cannot be supported.
ASP Barcode Server for IIS:
The product is supported on NT 4.0 or later. IDAutomation can only
troubleshoot the problem if it can be duplicated by entering the URL
of the barcode directly from the browser as described in the manual.
Custom web pages or ASP scripts cannot be supported.
Native Generator Products:
The Native Barcode Generators create barcodes without the use of
barcode fonts or components. The Native Barcode Generator for Microsoft
Access, the Native Barcode Generator for Oracle Reports, the Native
Barcode Generator for Crystal Reports, the Native FileMaker Pro Barcode
Generator Plug-In, and the AJAX & JavaScript Barcode Generator can only
be supported through the duplication of the issue from within the examples
provided in the product.
IDAutomation USB Scanner:
Support for the IDAutomation scanner is included with a one year
warranty. There is an option to upgrade to a 3 year Extended Warranty
with priority support for $29 for the
IDAutomation USB Barcode Scanner with DataBar or
IDAutomation BlueTooth Wireless Scanner with GS1 Databar and PDF417
when purchased with the scanner. A 4 year Extended Warranty with priority
support for $29 for the
IDAutomation 2D Barcode Scanner with PQA is also available. Support is not provided for scanners
manufactured by other vendors.
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