Sales & Technical Support
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E-mail our Customer Support
If you have purchased any of our products and need technical support, please contact us by clicking the "TECHNICAL SUPPORT" link below:
[ Send iRadek TECHNICAL SUPPORT an email ]
Monday-Friday 8am-8pm (PST)E-mail our Sales Department
If you would like to purchase our products or have questions feel free to send us a message using the "SALES" link below:
[ Send iRadek SALES an email ]
Monday-Friday 8am-8pm (PST)Software Support Policy
iRadek Software's Product Support group is dedicated to providing high-quality support and assistance. Below are instructions for obtaining technical support, along with descriptions of our support features, processes and procedures.
- Overview of Support
iRadek Software's Product Support is designed to assist with the troubleshooting and resolution of specific issues resulting from use of our products in a supported manner. iRadek Software will partner with its customers when providing resolutions to issues. Customers are expected to fulfill reasonable troubleshooting tasks as recommended by iRadek Software. Issues arising from a need for training, implementation or installation services, or customization may be referred to our Sales Department to contract for these services. Support for and assistance with supported iRadek Software products is available via a variety of contact methods, which include, a support request form built into our products, a support email account that is managed and telephone support which must be scheduled in advance for current software versions to customers with a current support plan agreement. Current versions are listed in the product area. iRadek Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue. Providing product support does not imply that iRadek Software will fix software defects or make changes to the software. The following items are NOT generally supported:
- Operating Systems
- Third-party applications alterations or revisions made by the customer
- Escalations from anyone other than the named customer
- Enhancement requests
- Alpha, Beta or other pre-release versions of iRadek Software products
- Free, no-cost or complimentary iRadek Software products or tools Supported Products.
- Beta Products
During product Betas, iRadek Software will provide support for the Beta product to authorized Beta customers via the onboard help form built into our products and via the managed support email account. Beta code is not made available to any customers. Shareware Products. iRadek Software does not provide technical support for any shareware products available for download and use from iRadek Software, LLC.. Shareware products are intended to provide a similar experience to those found in our commercially supported products.
- General Availability
While a product is generally available, iRadek Software will provide support and maintenance of that released product. The generally available build is the build that has been released to our company website for download and posted to each product's download page. Support services include, but are not limited to, online support, email support and pre-scheduled telephone support during business hours.
- Ongoing Support
iRadek Software offers support for products while the products are generally available. Providing product support does not imply that iRadek Software will fix software defects or make changes to the software. After a new version has been released, iRadek Software will no longer actively develop new fixes for or perform other maintenance on previous releases. iRadek Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue.
- Legacy Support
After a new version has been released, iRadek Software may offer limited support for the legacy product that consists of answering usage questions only, via the support email account, and iRadek Software will no longer actively develop new fixes for or perform other maintenance on legacy releases. Providing product support does not imply that iRadek Software will fix software defects or make changes to the software. iRadek Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue. The following products are in the legacy support phase:
- SoNET Web Engine v3.x
- Obsolete Products
As iRadek Software products are revised and updated, older versions of the products may be retired. Our policy for retiring products is to first inform customers who are still using the retiring product of our intention. We will stop supporting, maintaining and producing bug fixes for the retiring product(s). The following products are obsolete and therefore not supported:
- SoNET Web Engine v2.x
If you are being supported by telephone you will need to be at the computer where the iRadek Software product is running and have a copy of the product documentation at hand. How Requests are Logged and Tracked. For each specific support request, an iRadek Software product support representative will create a Support Service Request and track it internally until a resolution is reached. These and all generated bugs or feature request are kept in the Customer Records Management and Bug's Database maintained by iRadek Software.
- Response Times
A response means that we respond to your emailed support request, acknowledge your issue, and assign a Service Request Number/Bug Number. In some cases, we may need to obtain additional information from you in order to troubleshoot or resolve the issue.
Response times depend on the severity level of the issue. An iRadek Software Product Support representative will determine your problem's severity level based on guidelines listed below: During regular business hours (M-F, 8am to 4pm PST), emails will be routed directly to the support personnel on duty.
- Outside of Regular Business Hours
Support request emails will be routed to one of the principles at iRadek Software and answered on the next calendar day. Required information For Logging a Support Request When submitting a service request, please provide the following information either via the support email or the help form built into the iRadek Software product you purchased: Company name and contact details (e.g., name, phone number and email address). Product and build information. A detailed description of the problem, including any steps required to reproduce the problem.
If you purchased your product from an iRadek Software distributor or reseller, you may be asked to provide proof of purchase such as a copy of the purchase invoice.
- Severity Levels
The information below outlines the different severity levels of service requests and targeted service request response times (not resolution times). Targeted response times apply only to service requests submitted during posted support hours.
Severity Low – Used for cosmetic issues, feature requests, product enhancements, and all non-critical or non-time sensitive issues. These request are typically responded to within 36 hours.
Severity Medium – Non-critical failure of product functionality that has no significant effect on productivity or overall product usage. This includes issues that have workarounds. These request are typically responded to within 48 hours.
Severity High – Failure of primary functionality of product with no or only partial workaround that impairs product usage in the long term. These request are typically responded to with 24 hours.
Severity Urgent – Critical failure of product, including crashes or hangs, which will impact product availability or wherein the product is not functional. These request are typically responded to within 8 hours.
Note: For Low, Medium and High severity issues, the response time above is for any respondent (e.g., not necessarily a subject matter expert). For Urgent issues, the response time above is for iRadek Software's escalation procedures raise the visibility and importance of your problem within iRadek Software. At the discretion of iRadek Software, customer product support issues may be escalated internally to senior support engineers, the product support iRadek Software's escalation procedures raise the visibility and importance of your problem within iRadek Software. At the discretion of iRadek Software, customer product support issues may be escalated internally to senior support engineers, the product support manager, or the development team at iRadek Software. In general, if you are not satisfied with a response from the product support staff, you may request that the issue be escalated by contacting us here: info (at) iradek (dotcom)
NOTE: On-site Dispatch is not available for customers.
NOTE: RDP connections to customer servers is occasionally necessary and shall be conducted at the sole election of iRadek Software support personnel.
- Obtaining Alpha or Debug Versions
iRadek Software will perform all installations of this type and at our discretion. The installation may be performed using a remote control mechanism, such as WebEx, Terminal Services, VNC, etc.
NOTE: Using a debugger, debug code and or symbol files requires advanced knowledge of the operating system, development debugging techniques and our applications. Therefore, iRadek Software's policy is to not make either debug versions or symbol files downloadable from our Web site.