All customers, no matter if they buy Basic or Premium Developer Licenses, get a one year support contract which enables them to make use of the Trilead support system. Depending on your needs, Trilead offers you different support packages.
Basic Support: The Basic Support Package comes with the
Basic Developer License.
- Enables access to and use of the latest updates of the licensed product.
- Includes unlimited support through our online forum. No guaranteed response times.
Premium Support: The Premium Support Package comes with the
Premium Developer License.
- Enables access to and use of the latest updates of the licensed product.
- Includes write access for one developer to the online forum based support system.
- Includes direct, e-mail based support by the Trilead team.
- Typical response time for e-mail based support requests: 1 business day (see business hours on the contact page).
How to Report a Problem
No matter if you post a support request to the support forum or e-mail it directly to the support team, you can help us by collecting the following
information first:
- Exact build number of the used Trilead product.
- Information about your environment. Used OS, version of the runtime (JDK or .NET CLR).
- Code snippet that triggers the problem, if applicable.
- Any available error messages or debug output, screenshots, if applicable.
- Steps to reproduce a problem, if applicable.
If you are eligible for Premium Support and send us your request by e-mail, then we will open a case in our tracking database and send you a case number.