Technical Support

Technical Support

Wildcrest Associates works hard to maintain the quality of its products, and questions, comments, bug reports, and feature requests are encouraged. Please send email to Wildcrest Associates or use our web-based feedback form.

We have also included the answers to many common problems in the Frequently Asked Questions and Known Problems sections of the J2PrinterWorks Documentation. You may find the fastest way to resolve your problem is to look through the information to be found there.

Due to resource limitations, it may not be possible to resolve all issues and no assurances can be given as to when or if problems will be addressed.

Annual Maintenance

When you purchase (or make a purchased upgrade to) J2PrinterWorks 5.x, you automatically receive one free year of Annual Maintenance with a term of one year from your date of purchase. While in effect, your Annual Maintenance entitles you to free technical support by email and free upgrades of J2PrinterWorks (major and minor) as new releases become available.

At the end of your first year of Annual Maintenance, you will have the opportunity to renew your Annual Maintenance for the following year and can repeat this each year thereafter.

If you choose to go without Annual Maintenenance, then you will no longer be able to download releases of J2PrinterWorks from the Wildcrest Associates web site and you will need to purchase any new versions (major or minor) of J2PrinterWorks that subsequently become available. J2PrinterWorks customers without Annual Maintenance do receive discounted pricing when purchasing new versions of J2PrinterWorks, please see "Purchasing Information" for details. Alternatively, customers whose Annual Maintenance has recently expired can still purchase an Annual Maintenance renewal, but in this case its start date will be retroactive to their Annual Maintenance expiration date, i.e., as though you had renewed your Annual Maintenance on time.

The following table summarizes the J2PrinterWorks Annual Maintenance program:

	First Year of Annual Maintenance	Renewal Years of Annual Maintenance	Without Annual Maintenance
Price	Free with purchase or upgrade to 5.x	See price list	Must purchase a new license for any new J2PrinterWorks versions
Term	Twelve months from date of purchase	Extends term by twelve months	No Annual Maintenance until new license is purchased
Technical Support	First-priority response to email	First-priority response to email	No guaranteed response to email
Download current versions from web site	Yes	Yes	No
Minor release (5.1, 5.2, ...) (minor feature enhancements and bug fixes - upgrade optional)	Notification by email Free access to downloads	Notification by email Free access to downloads	No email notification No access to downloads
Major release (6.0, ...) (major feature enhancements and bug fixes - upgrade recommended)	Notification by email Free access to downloads	Notification by email Free access to downloads	No email notification No access to downloads

The number, order, content, and timing of future releases in each category are on an as-needed and time-permitting basis, and their existence is not guaranteed. However, you can review our "Release Notes" elsewhere in this documentation to assess the past history of J2PrinterWorks releases.

All upgrades are available by download from the Wildcrest Associates web site. Upgrades on physical media (CD-ROM) are available for an additional media, shipping, and handling fee, see "Purchasing Information".

Another support option many customers choose is to purchase a J2PrinterWorks Source Code License. This allows them to debug and remedy certain problems they encounter without waiting for possible fixes from Wildcrest Associates. In addition, this option allows them to add feature enhancements suited to their own purposes and assures their long-term access to the code, as a form of escrow.