Escape :: 4D Plug-ins

Welcome to Escape Technical Support

Are there things you don't understand about Escape 4D plug-ins?
Have you come across a bug while using them?
Is there something you would like to see included in the next version?
Do you want to talk to someone about our products?

That's what Tech Support is here for. Send us an email and you will get our best answer as soon as possible.

What is Escape's current policy for tech support?
I purchased from a reseller. Should I ask him for tech support?
What should I include in a complete tech support request?
In which cases will you charge me for tech support and how will I pay?

What is Escape's policy for tech support?

The purpose of technical support is to assure proper operation of Escape plug-ins. Technical support is not about designing applications or correcting the bugs of other software over which we have no control.

Technical support is free to registered users of Escape products during the first 30 days following the purchase of a developer license (full or upgrade).

Deployment-only products (runtimes, engines, server expansions) are not eligible for technical support.

Support is provided via email only. We will not respond to telephone calls for support because each request needs to be studied thoroughly.

Our resellers have no obligation to provide technical support.

Incidents caused by reproducible bugs in our current product versions will be dealt with free of charge: any workarounds or relevant advice will be provided with our thanks.

Support policies may change without notice.

I purchased Escape products from a reseller. Can I get tech support from this reseller?

Resellers are not obliged to provide technical support. In some cases, at their discretion, they may provide first-level support or they may contact us on behalf of customers who have difficulty communicating in english.

What should I include in a complete tech support request?

Please follow these steps:

Describe the environment: what kind of machine you are using, which version of OS, 4D, QuickTime and Escape product. Also please list the contents of your active plug-in folders.
Describe the problem: don't forget to report the sequence of actions that led to the problem. Usually we will have to reproduce your problem under similar conditions.
Run a standard diagnostic procedure: This includes trying to reproduce the problem using our demo database, as well as safer versions of 4D and QuickTime. Try never to use beta software for production purposes, and never install beta software at your customers.
Send email in English to support@escape.gr (read about attachments)
Allow up to 48 hours for a reply. Usually we'll reply sooner than that with a solution or a work-around to your problem.

Attachments: Please do not send attachments unless asked for by our staff. A good idea is to put any files that are pertinent to the support case (test databases, media files, screen shots, etc) on your ftp server and email us the URL and a description of each.

We only guarantee an answer if your request is sent to support@escape.gr. Replies to support requests sent to personal email addresses may take a long time, especially if the recipient is on travel or otherwise unavailable.

In which cases will you charge me for tech support and how will I pay?

According to our policy currently in force, you will not be charged for technical support in the following cases:

if you have purchased a developer license in the last 30 calendar days
if you are reporting a reproducible bug in our products
if you are submitting suggestions, complains, or other similar stuff
if you have a valid support contract in force on the day of the request.

In all other cases the charge is 100.- euro per incident. The procedure is as follows:

You will first send your support request by email as explained above
We will check and let you now whether the incident is eligible for free support or not
If the incident is not eligible for free support, we will send you a form to authorize credit card payment

Our intention is to maintain a high level of quality in technical support and we are welcoming suggestions for making this procedure better at any time.