SupportLink Offerings

Your SupportLink contract includes unlimited access to our SupportLink Live service, with toll-free access available in most countries. Technical experts are available to share experience and skills in using DataDirect Technologies' products.

SupportLink OnLine

SupportLink OnLine is your private website for getting the answers you need, when you need them. Online services include:

  • Automated case reporting
  • Downloadable product fixes and "dot" releases (e.g., DataDirect Connect for ODBC, release 4.1)
  • The industry's largest data connectivity knowledgebase
  • Product documentation

SupportLink OnSite

Consulting services can help you with short-term projects - from performance testing to debugging code to training. (Available for an additional fee.)

To renew or purchase a SupportLink Contract

You will receive support from DataDirect based upon one of the following SupportLink levels.

When used in the SupportLink levels below, the underlined phrases in this Section shall have the following meanings:

A) Corrections. The term "Corrections" includes, but is not limited to, fixes, workarounds, component replacements, patches and/or documentation changes.

B) Release or Update. The term "Release" or "Update" are terms that refer to a revision of software that contains defect corrections, minor enhancements or improvements of the software's functionality. This is usually designated by a change in the number to the right of the decimal point (e.g., from Release 5.3 to 5.4).

C) Version or Upgrade. The term "Version" or "Upgrade" are terms that refer to a revision of software that contains new or improved functionality. This is usually designated by a change in the number to the left of the decimal point (e.g., from Version 5.4 to 6).

Support Levels

1) 30-DAY INSTALLATION. If you purchase 30-Day Installation you are entitled to receive the following:

i. SupportLink Live telephone support for installation support only for thirty (30) days from your date of purchase;

ii. Corrections for thirty (30) days from your date of purchase;

iii. Online web support (including a subscription to SupportLink Online) for thirty (30) days from your date of purchase; and

iv. Releases and Versions if they are released within 30 days of your date of purchase; provided, however, that such Versions shall only be provided to you at no cost if the Version is offered at the same, or lower, price as the original product purchased. If new Version is priced higher, you may purchase such Version for the difference between the Version price and the price paid for the original product.

2) REGULAR SUPPORT. If you purchase Regular Support you are entitled to receive the following:

i. SupportLink Live telephone support for twelve (12) months from the date of your purchase;

ii. Corrections for twelve (12) months from your date of purchase;

iii. Online web support (including a subscription to SupportLink Online) for twelve (12) months from your date of purchase;

iv. Releases for twelve months from your date of purchase; and

v. Versions if they are released within 30 days of your date of purchase provided, however, that such Versions shall only be provided to you at no cost if the Version is offered at the same, or lower, price as the original product purchased. If new Version is priced higher, you may purchase such Version for the difference between the Version price and the price paid for the original product.