What is included with Support

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What is included with Support?

Inventive Labs desires to offer excellent technical support.

Support includes e-mail and telephone support during normal business hours (Mountain Time) that directly relate to the CTI32 toolkit. Support includes problems or bugs within the toolkit. It does not include supporting your specific application or use of the product.

Full one year support is primarily focused on providing upgrades to the version of the toolkit that you have purchased. You could look at this as "upgrade insurance". Within the year, you are entitled to receive free updates to any fixes or enhancements that we have made.

Since CTI32 does not charge by the port, we rely on our user community to help sustain our efforts by purchasing a support option.

If you have questions on how to implement something, we can refer you to one of our samples and are happy to point out how to do it. However, we will be unable to develop code or to review your specific code as part of the annual support.

Since the CTI32 toolkit is designed to simplify the programming of an otherwise complex set of Dialogic system functions, while taking into account various hardware and system platforms, a problem can arise when your application starts to misbehave. Is it a Dialogic problem, a CTI32 problem, an application problem, an operating system problem, or a hardware problem?

When you contact us, we can help. However, if it turns out not to be a CTI32 problem, we will let you know that it is outside of normal support, and to proceed further, we would need to charge you for our time. Our normal rate is $125 per hour. (US Dollars)

The best way to avoid being charged would be to submit a very simple "test" program demonstrating the problem - we can then quickly determine where the problem lies.

We are always available for consulting - which we can do by the hour or by the job. We also have a “per incident” charge of $495 for certain items such helping you set up new T1/E1/PRI phone lines or VoIP carrier connections.

For example, lets say you call us and you want us to help you get better call results on determining HUMAN or MACHINE. Our normal support will point you to some web pages and to our samples for how to do that. We can also describe to you our experience in the many dialer applications that we have written for clients (which are many). Anything on top of that would be seen as in addition to our normal support.

Let’s say CTI32 doesn’t have a particular feature that you require. This too would be quoted to you and implemented at an extra cost. However, any requested enhancements to the toolkit will always remain the intellectual property of Inventive Labs and will be included in the next release.