Technical Support for IDL & ENVI from ITT

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Technical Support Policy

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Technical Support Offerings

This page describes the kinds of questions for which ITT Technical Support offers assistance. Click here to learn how to report problems to ITT Technical Support. To submit your question to ITT Technical Support, please use this form.

Any installation issues or reproducible product defects do not require a Technical Support contract for you to receive assistance.

Standard questions concerning the use of our software products require a valid Technical Support Contract. ITT offers several options for purchasing Technical Support, giving you the flexibility to choose the plan that best suits your requirements. Support can be purchased for one user or for a group of users at your organization for a year or per incident.

What types of questions do not require a Technical Support Contract?

Installing and licensing supported system configurations
Verification of bugs
Feature requests

What types of questions require a Technical Support Contract?

For information on purchasing a Technical Support Contract, please visit our pricing schedule.

The following types of questions are billable and therefore require a Technical Support Contract. We will answer specific questions regarding the use of our products, including:

IDL, IDL-Script and Watsyn VB Script syntax
Understanding and using language features, routines and menu commands
Basic understanding of techniques and algorithms
Customizing the ENVI configuration and working environment
Avoiding common mistakes and problems
Interfacing IDL with external languages
Interfacing IDL and ENVI

When possible, we will provide short examples for the current version of our software.

What types of questions are outside of the scope of Technical Support?

The following types of questions are outside of the scope of a Technical Support Contract. However, ITT's Global Services Group offers solutions to these types of inquiries

Debugging customer code
Writing code in external languages, including C, C++, Fortran, SQL, and Java
Modification of existing library routine
System administration support, including PC Anywhere, Citrix and Windows Terminal Services
Writing IDL, IDL-Script, VB Script, batch processing, or ENVI user-function code