Problem Resolution

Problem resolution times can vary depending on the type and complexity of the problem. In all cases, a support analysts will attempt to resolve the problem as quickly as possible. In many cases, suggestions are offered within a few hours. If a question requires extensive research or configuration of hardware/software the resolution time will lengthen to a few days. On some rare occasions, it may take longer.

Unsupport Product Versions or Components

If users call Eagle Technology GIS  Professional Support with problems related to unsupported product versions or components, they will be asked to upgrade or change the component. Eagle Technology GIS  Professional Support will only test the problem on supported components. If the problem is reproducible on supported components, the issue will be carried forward on the supported component. The resolution of the problem on the supported component may or may not resolve the problem on the unsupported component.