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Software Maintenance contracts include Technical Support, as described below, as well as product version upgrades for a period of 12 months. When a new version of our products is released it is delivered to customers with current Software Maintenance contracts via CD or Internet download. , Licenses must be under a current Maintenance Contract to transfer to another machine or platform of equal value. Transfers of active Maintenance Contracts to certain platforms may be subject to an applicable upgrade fee. Please contact your ITT Sales Representative to confirm any applicable fees.
You may reinstate an expired Software Maintenance contract within three years of the expiration date by paying the current annual fee, plus a reinstatement fee equivalent to the time period that has lapsed. This will provide you with the latest version of the software and you will continue to receive any applicable software upgrades during the service period. Because of the significant growth in functionality in our products, maintenance that has lapsed for more than three years will require the purchase of a new license.
Licenses must be under a current maintenance contract to receive Technical Support or transfer to another machine or platform of equal value. If you are upgrading your license type or platform, there may be an applicable upgrade fee.
An expired license can continue to be used, but will be unsupported by ITT.
Technical Support Summary
Technical support includes telephone, e-mail, and internet/web based help-lines staffed by technical specialists. Installation issues or reproducible product defects do not require a Software Maintenance contract for you to receive assistance. ITT supports the current and prior version of its software products.
- The fastest way to get your questions answered is to contact Technical Support via ITT’s Web submission form. These messages go immediately into the technical support system queue.
- You may also use e-mail techsupport@ittvis.com, telephone +1 (303) 413-3920, or fax (303) 786-9909.
- Before submitting a question, please check your Reference Guide, User’s Guide, or online help for possible solutions to your problem. We also recommend that you look for the answer to your question in our Tech Tips.
- If you require assistance with an application you have developed using IDL, we ask that you please follow the steps outlined in Reporting Problems to ITT Technical Support, before contacting us. This will enable us to expedite a solution to your problem.
- Technical Support provides assistance for questions pertaining to ITT’s products. For assistance with external language support, such as C, C++ or FORTRAN, please contact our Global Services group at consulting@ittvis.com. Global Services is staffed by experienced application developers who provide comprehensive solutions to problems encountered by our customers and will provide a free estimate if the problem cannot be resolved easily.
When not using the Web Submission Form to contact Technical Support, please help us expedite your request by providing the following information:
- Your name
- Your phone number
- Your license/maintenance contract number
- Your product and version number, machine type and operating system version
- Where applicable, a summary of the problem and a copy of any associated error message
If you have not previously contacted Technical Support, please also include the following information:
- Your address
- Your fax number
- The name of your company/organization
Technical Support will answer specific questions regarding the use of our products that includes:
- Help with syntax
- Help understanding language features
- Help with the usage of routines
- When possible, short examples for the current version of our software
- Bug verification
- Installation and licensing support for all supported configurations
- Assistance with the interface between IDL and external languages
Contacting Technical Support
Hours: 8 am to 5 pm (MST) Monday through Friday. (14:00 to 23:00 UTC). Response Time: Our goal is to respond to all calls and e-mails within eight business hours.
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