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- Support packages to meet your requirements: We understand that not every customer has the same needs when it comes to support. We offer a range of support packages from standard to extended 24×7 support options*.
- Maintenance options: Stay current with the latest enhancements. Annual maintenance programs include version upgrades, updates, and 24×7 automated support system coverage.
- Online support portal: Easy-to-use system enables you to quickly manage cases, renew maintenance, update account information, access documentation, download the latest releases, search the knowledge base and more.Callbacks & APIs
*Extended support options including 24×7 emergency support are available. Support programs are for one person unless contractually upgraded.
Evaluate With Confidence
- POC and Initial Testing: To get you up-and-running quickly and benefiting from our products and services as soon as possible, we provide responsive and thorough answers to your questions via our 24×7 automated support system including FAQs, documentation, and comprehensive technical response to your support tickets.
Extended Support Options
- Rapid Response: For situations that require the fastest possible response for mission critical or production down scenarios. Includes 2 hour response for Severity level 1 issues, 1 business day response for Severity level 2 issues, and 2 business day response for Severity level 3 issues. Phone call response included for all three categories (USA Eastern Time): Bronze: 8-5 ET ; Silver: 8-8 ET ; Gold: 24 x 7
- Maintenance: Include version upgrades, updates, and 24×7 automated support system coverage.
- Online support portal: Easy-to-use system enabling you to quickly manage cases, renew maintenance, update account information, access documentation, download the latest releases, search the knowledge base and more.
- Expedited Support Response (ESR): Included in our Gold, Silver and Bronze support plans, and may be purchased in blocks of 3 by customers under other maintenance agreements. ESRs provide you with priority response (at a level higher than standard support tickets), telephone consultation if needed, code review, sample creation and minor code changes. Each ESR offers up to 3 hours of services.
- *Expedited Maintenance Release (EMR): A tested maintenance release of your product specifically addressing your issue. EMRs include a single ESR, are included in our Gold (3 EMRs / 6 ESRs), Silver (2 EMR /3 ESRs), and Bronze (1 EMR / 3 ESR) plans.
Standard Maintenance & Support
- Maintenance options: Stay current with the latest enhancements. Annual maintenance programs include version upgrades, updates, and automated support system coverage.
- User Interface Enhancements
- Functionality Enhancements
- UI Tools & Configurations
- Special System Configurations
- Goal Definitions & Benchmarks
- Optimization Recommendations
- Workflow Processes
- Installation Workshops
- Proof of Concept Projects
- Administrator Training Program
- Tailored Training Program
- The right tools: When you have a special project or technical requirement that requires imaging expertise, we offer a technical consultation with our team of engineers to help you develop the solution.
- The right team: Our team of experts have been in the viewing and conversion business a long time. We will work with you to ensure your success through our years of experience, technical expertise, and our unparalleled support.