Support

Envyr Corporation prides itself in offering the best software support in the industry today. That support includes fixing problems and listening to your comments and concerns. If you have a software problem with the supported versions, it can normally be fixed and a workaround made available to you very quickly after the problem is reproduced in our lab.

Pre-sales Support
Pre-sales support is available via telephone or email to potential customers who are interested in trying our product, or to existing customers who are interested in trying new, licensed features. We can arrange to provide temporary licenses for pre-sales situations.

Post-sales Support
Post-sales support is available via telephone or email to new customers for 30 days after their first system purchase to make sure they get off to a good start with our products.

Ongoing Support
Providing top-notch support does come at a cost to us. We offer two levels of paid support that we believe will fit most budget needs. Our support options are as follows:

• High Priority Support
  You may contact us directly by telephone or indirectly by the Support Form or email.
  Problems and questions are given high priority, and typically a response is returned within one business day. We will work to answer questions about any revision of ICOBOL, although suspected software problems (bugs) will be investigated only for ICOBOL 4 revisions.
  Annual contracts are $1200, quarterly contracts are $400, and the no-contract, per-incident charge is $100 paid in advance by credit card. The per-incident support covers up to one hour working on one particular problem or question.
• Low Priority Support
  You may only contact us indirectly via the Support Form or email.
  Problems and questions are given low priority, and typically a response is returned after two or three business days. We answer questions and investigate suspected software problems (bugs) only for ICOBOL 4 revisions.
  Annual contracts are $600 and quarterly contracts are $200. There is no per-incident option.
• No Priority (free) Support
  You may make suggestions and report suspected problems indirectly via the Support Form or email. We will consider suggestions as we make plans for product enhancements and we will usually investigate suspected software problems as time permits; however, do not expect a response back from us.

Reporting a Problem
Before submitting a problem report or support question, please check the Documentation page, FAQ page, and hot fixes page, and make sure you are running the current release of the software. We have found that very often problems found in an older release have already been fixed. Whenever you do submit a problem report we request that you provide us with a sequence of the steps necessary to reproduce the problem as well as information about the system setup. Items such as the output from the icinfo utility, program samples, sample data files, and the system configuration (.cfi) file are often helpful and sometimes necessary.

Problems with the license protection method
From time to time the license protection method fails. Please contact Sales immediately via telephone or email to report such problems and, if necessary, to order a replacement device. Please also see the product documentation and license server FAQ for instructions on how to use our failsafe features until the problem is solved.

Non-ICOBOL Problems
From time to time, we are contacted to assist our customers with problems that are eventually determined to be due to errors in their COBOL application, their operating procedures, or their operating environment (such as computer viruses) rather than the ICOBOL product. And, from time to time we are asked to help solve operating system and network problems. In these cases, we reserve the right to invoice for a consulting fee based on the amount of time spent handling the request at a rate of $100 per hour.