We fix 100% of bugs found.
We stand by our products. That's why our mainteance agreements cover 100% of bug-fixes in our products and custom add-ons. We have developed a standard way of handling all bugs so that you can be guaranteed a timely response to your problem or concern.
What is a "Low Priority Bug"?
A low priority bug or error is one that inconveinences you but does not significantly impact your ability to do your work. These are features that could work better or don't work as well as they used to because of the number of people using your site has increased.
What do I do when I find one?
E-mail a support request to support@diamax.com. An engineer, working during regular business hours, will attempt to resolve the problem within 48 hours (excluding weekends and legal federal holidays). If we cannot resolve it within within 48 hours, we will contact you with an explanation and an action plan to resolve the issue. You will receive status updates via email on a weekly basis for Low Priority bugs.
What is a "High Priority Bug"?
A high priority bug or error is one that produces a severe impact on your ability to do your work. This is when one or more mainline functions or commands is inoperable; or use of the system is otherwise significantly impacted. This can happen with network updates, or when data is corrupted, or if the traffic or content on your site changes dramatically.
What do I do when I find one?
E-mail the support request to support@diamax.com with priority set to ‘high’. Working during regular business hours, we will attempt to resolve the problem within 24 hours (excluding weekends and legal federal holidays). If cannot resolved the problems within 24 hours, We will contact you with an explanation and action plan for delivering an acceptable workaround that reduces the priority level to ‘low’ within an additional 24 hours. You will receive status updates via email on a daily basis for High Priority bugs.
What is an "Urgent Priority Bug?"
An urgent priority bug or error is an emergency situation in which your site is inoperable, produces incorrect results, or fails catastrophically.
What do I do if this happens?
Send e-mail to support@diamax.com (with priority set at ‘highest’) or call us 24 hours a day, 7 days a week. An after-hours telephone number will be indicated when you dial the Diamax support extension. Someone from our support team will respond immediately during business hours and within 60 minutes after hours.
We will attempt to resolve the problem within 4 hours, but we if can't, we will contact you with an explanation and an action plan to deliver an acceptable workaround that reduces the priority level to ‘high’ or ‘low’ within another 4 hours. You will receive status updates via telephone every 4 hours for Urgent priority bugs.
(Please Note: In periods of severe weather or following an extreme event, when we may be prevented from accessing the your application, we cannot guarantee resolution with 4 hours. We will, however, do our very best to resolve the problem as quickly as possible.)