Following these guidelines helps us respond quickly to your inquiries and provide the best possible support.
Make sure you’re using the latest version of GdPicture.NET. We constantly make fixes and improvements, so your problem may have already been addressed.
A support ticket is how you report possible bugs or unexpected behavior in GdPicture.NET SDK.
Each support ticket should address a single issue directly related to GdPicture.NET SDK usage.
If you encounter multiple issues, please open a separate ticket for each one. This helps us assign issues efficiently, track them properly, and respond to you more quickly.
Issues must be reproducible by our support staff — we can’t fix what we can’t see. Support tickets should not require consulting work (for more information, refer to "what free support service cannot do" and "consulting and personalized assistance").
When describing a problem, remember that we only know what you tell us.
Please include all relevant technical details (such as your complete operating system information, including service pack level, architecture, and version) and a step-by-step procedure to reproduce the issue.
If the issue cannot be reproduced using one of the demo applications included with the SDK, please create a minimal, standalone sample project that reproduces only the issue, with no references other than GdPicture. If the problem involves rendering image files (such as PDF or TIFF), please attach them to the ticket.
Once we reproduce an issue, the time to fix it depends on its complexity. We typically respond within hours, but complex issues may take days to resolve. In those cases, we’ll notify you and mark the ticket as “To be investigated.”
Fixes are included in the next minor release (we typically publish several minor updates each month).
Resolved tickets are closed. A ticket may also be closed without resolution if it falls outside the scope of our support service (for more information, refer to "what free support service cannot do").
Tickets may also be closed automatically by our help desk system if there’s no response from you for an extended period. You’ll receive a notification email before automatic closure.
Closed tickets can be reopened at any time by either our support staff or users to provide updates on the issue.
Our support staff are experts in GdPicture.NET and know various programming languages. However, we cannot provide source code in every language GdPicture.NET supports. We provide source code examples in major languages, including C#, VB.NET, VB6, and C++. For other languages, we provide pseudocode that can be easily translated.
After we reproduce and confirm your issue, we’ll inform you of the outcome, including any workarounds or the estimated release date for a fix.
If you have technical requirements that aren’t covered by our free support service, please contact our sales department to discuss your needs and get a personalized quote.
We can help with designing your document imaging solution using our products, as well as assist with development.
We offer a wide range of services — please contact us to discuss your options.