Support Resources

Support Options

We provide Basic and Standard technical support via Helpdesk and forums. We do our best to answer the messages quickly. We offer Premium Support for scenarios in which you need advanced personalized help or comprehensive contract services from our team of experts. Support is prioritized in favor of customers who have purchased the Premium Support package.

Basic Support

FREE for Evaluators

Basic Support is automatically included with trial versions of SecureBlackbox and covers the duration of your trial period.

  • Access to the Knowledge Base, Helpdesk, and Forums
  • Applies to the latest version of SecureBlackbox
  • Covers "how-to" questions
  • Basic example code snippets
  • Bug reports

Standard Support

FREE for Licensees

Standard Support is automatically included with a purchase of SecureBlackbox and covers the duration of your license.

  • Access to the Knowledge Base, Helpdesk, and Forums
  • Applies to the latest and previous versions of SecureBlackbox
  • Covers "how-to" and technical questions
  • Basic example code snippets
  • Bug reports and code fixes

Premium Support

Starting at $799

Premium Support plans give you priority support response times and advanced personal service from SecureBlackbox engineers. Responses to Premium Support inquiries are guaranteed within one business day.

  • Unlimited priority support covering licensing, installation, debugging, protocol issues, programming issues, environmental issues, and general use of SecureBlackbox
  • Investigating problems that arise from use of SecureBlackbox products including connectivity problems (impossibility to connect to third-party server or client), certificate validation problems, and problems experienced by end-users
  • Creation of basic sample applications (subject to /n software's discretion)
  • Limited source code analysis related to the components
  • Bug reports and code fixes
  • If you need service beyond the scope of Premium Support, such as custom development, please contact sales@nsoftware.com to discuss your options.

You can purchase Premium Support at the time you purchase a new SecureBlackbox license or you can purchase it as an add-on to a product you already own.

Buy Premium Support - OR -   Shop SecureBlackBox Packages

Policies and Information

Support Times

All requests are reviewed in no more than 24 hours and an appropriate action is taken. Higher level support tickets have priority.

Tips for Fast Support

To initiate technical support request, please provide information confirming your eligibility (except Basic Support). This is done by assigning a support access ticket to your user account in My Control Center. If you do not have a support access ticket and you are sure that you have a valid license for our product, please provide an Order ID with your request.

For fast and efficient support, please do the following:

  1. Describe your situation in detail.
  2. Specify the SecureBlackbox version, platform, edition, or code package (CloudBlackbax, HTMLBlackbox, etc.).
  3. Provide name and version of the operating system and development tool (IDE) that you use.
  4. If our product is used in conjunction with other software, specify the name and version of that software too.
  5. Send us step-by-step instructions how we can reproduce the problem. It is helpful to include small test project, screenshots, test data files, etc.

Limitations

Issue resolution is a joint effort between those who have the issue (you or your end-users) and our developers. Resolution is only possible if both parties are willing to help and to work on the issue in the most efficient and co-operative manner. This includes (but is not limited to) providing sufficient information about the problem and the ways to reproduce and work on the problem. There's little we can help with if there's no information given or if the party that experiences the problem is not willing to cooperate. Where the end-user can only provide limited assistance or is reluctant to help us investigate and solve the issue, existing support policy doesn't apply. In such cases we may try to help by implementing some additional logging or test cases, but this can only be done within the course of Expert Service which is provided separately from the regular technical support.

Disclaimer Regarding Third-Party Software

We aim at providing first-class service for our products to our customers. This means that we focus on our products and generally we don't have technical ability to provide support for third-party software and hardware. We review all such questions to determine if there's anything we can do on our side to ensure best possible compatibility, however please consider contacting the vendor of that third-party software and maintainers of third-party services before contacting us.

Support for Previous Versions

Some problems can be solved by updating your version of our product (for example, if you encountered an issue, a fix or workaround for which was implemented in newer version). Other problems, if they require changes in code, can also be solved only by updating to the latest build of the latest version. In this situation there's little we can do if you want to stay with the old version of our product.

Fair Usage Policy

We want all our customers to get the most efficient (timely and comprehensive) technical support possible This means that we need to keep a proper balance between time dedicated to each customer according to customer's support level. If it is determined that the amount of support activity demanded by certain user significantly exceeds the average support amount of the customers, the priority of handling such requests will be lowered to let other customers get their technical support as well. Still, we are constantly doing our best to keep our technical support levels at the highest standard, and will make every effort to provide adequate level of assistance for everyone who demands it.