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 products only. IDAutomation cannot provide consulting services, assist with the vendor's application or client's environment, or troubleshoot custom source codes. However, if IDAutomation determines that the issue is related to the vendor's application or the client's environment, IDAutomation can suggest a workaround, recommend additional IDAutomation products, or provide the appropriate support contact.
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 cannot provide direct support for the application that uses the IDAutomation product. However, if it is determined that the issue is related to the vendor's application or client's environment, IDAutomation may suggest a workaround, recommend additional IDAutomation products, and provide the appropriate support contact.
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, and PCL. 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 than 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.
IDAutomation fonts allow embedding and may be embedded into PDFs, and other files that support embedded. However, IDAutomation is unable to support the embedding process as the application is responsible for embedding the font. To resolve the matter, obtain assistance from the application’s vendor.
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 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
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.
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. A 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 is 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. Server configuration issues are not supported.
Native Generator Products:
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.