Instantiations wants to help you build applications quickly and get the most from our products. Our technical support team are experts on our products, and most are developers themselves.
We understand that sometimes time is of the essence, or you just need more guidance than our manuals and examples provide. We have worked hard to put together a series of support plans to help you as promptly and as thoroughly as you need.
For support details, see the sections of this page:
Thank you for choosing Instantiations!
How to reach us
E-mail: cpsws-support@instantiations.com
Sales: sales@instantiations.com
CodePro Forum »
for your bug reports, discussion, thoughts, and, of course, your feature requests.
For Annual Subscriptions or Consulting Services please call 800-808-3737 -or- 503-598-4900
(8am to 4:30pm PST, Mon - Fri).
When purchasing annual plans or subscription, the number of support subscriptions must match the number of licenses purchased. We offer support on an all or nothing basis (e.g., if you buy 10 licenses, you must buy 10 support subscriptions or one project subscription or none at all). Support offerings and pricing are subject to change.
Requesting Technical Support
Technical support is provided via telephone, fax, newsgroup and e-mail to customers with active support. If you have active support, your support requests will be treated with the highest priority.
Customers with active support can generally expect responses within 24 hours (48 hours for some questions of a more complex or multi-part nature). Support resources are always allocated preferentially to customers with active support.
Include our support form with the product name, version and platform with any fax, e-mail or newsgroup support requests. In addition, please be sure to provide the details on your operating system and/or development environment. Your questions should be concise and restricted to a single incident or request. If you have any code which may be relevant to the problem please include it. Example code that illustrates the problem is especially welcome (and often leads to a quicker resolution) as are debug logs generated in the event of a system exception.
Feature suggestions
We welcome suggestions for new or enhanced functionality. Please use our Forum to send us your ideas. We cannot always implement suggested features, but we do implement many of them and always appreciate the feedback.
Support Form
Within the product, you can choose E-mail Links > Technical Support from the CodePro menu. When you do, some information will be gathered about the state of your CodePro environment.
Please submit all support requests with the following information along with a description of the problem and your expectations, steps to reproduce the problem, detailed error messages, your Eclipse ".log" file (found in your <workspace>/.metadata directory), and code samples as appropriate. Please include any other technical information that you think might be helpful to us in our efforts to resolve the problem.
Send support requests to the support email address:
cpsws-support@instantiations.com
Priorities are:
- Low: minor impact, resolution desired but not required
- Standard: resolution needed, but can continue working project
- High: work substantially impaired, deadline is near, etc.
- Critical: system down, deadline imminent, etc.
Format of the support form:
- Product name:
- Version:
- Serial #: (only via email - do not post on forum)
- OS Name/Version:
- Priority: Low/Standard/High/Critical
- Eclipse Log Attached: Yes/No