Basic Support
InstallAware provides support for all users evaluating the current version of InstallAware (all editions) and Setup Squeezer software without charge. This basic support comes with your membership in the InstallAware community.
Gold Support
InstallAware does not provide service level guarantees for basic support. To receive product support after your purchase, you must order Gold Support at the time of your product purchase.
Furthermore, issues will be resolved if you as a setup developer provide InstallAware with all information requested (including error logs, screen captures, or sample projects that demonstrate the problem behavior) so that InstallAware can effectively troubleshoot and duplicate the incident as you are seeing it.
When a defect is elusive (and cannot be reproduced in InstallAware’s test labs) you may be having problems with your local system, network, or other environmental factors. We recommend using virtualization software such as VMware or Virtual PC to test your setup on a clean system. If you are running into numerous issues related to your environment, InstallAware may require that you purchase a support incident to help address the skills gaps and additional guidance required. If additional training is warranted, the support engineer will assist you in identifying and personalizing a customized training plan.
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