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Syntext Serna SDK Support Policy

Syntext Serna SDK support is provided in accordance with this Syntext Serna SDK Support Policy.

SERNA SDK SUPPORT

As part of your Serna SDK license purchase, Syntext provides Serna SDK support for one year via email only. You can renew your Serna SDK support each subsequent year by purchasing it for the Serna SDK support renewal price.

Serna SDK support is intended for developers who use the API of Serna Enterprise for the purpose of customization and/or integration. Syntext shall provide Serna SDK customers with general advice and guidance on the use of Serna Enterprise API, functions, methods and programming techniques that API implies. Support requests as well as bug reports and feature requests may concern Serna Enterprise API only.

In addition to the assistance with Serna SDK usage, Serna SDK support includes access to new Serna SDK releases, including both maintenance releases and new product versions.

Your Serna SDK license purchase excludes training, learning, and education services.

LIMITATIONS

Serna SDK license includes 20 hours of Consultation Support. Each support incident takes at least one hour of Consultation Support. When the included hours cap is exceeded, regular per-hour consulting rates will apply.

Syntext shall provide no support for Qt, PyQt or any other third party libraries. Syntext engineers may provide best effort, 'as-is' advice for third party products, but without any guarantees.

VERSION SUPPORT

Support is available for the official stable releases only, but not for snapshots, beta versions and other unsupported releases. A product version shall be supported and maintained until one year after the release date of the following version (x.y+1.0 or x+1.0.0).

CUSTOMIZED PRODUCT SUPPORT

Syntext shall provide no technical support for source code written or modified by you or a third party.

You can request support for customized product versions. Syntext reserves the right to review the modifications before making a commitment to support a customized product version. Changes to Serna Enterprise API are not supported.

ACCESSING SUPPORT

Requests should be submitted only by the person to whom a Serna SDK license was assigned via email from their email address as registered in the license. In order to change the license holder, you should notify Syntext in writing. Such changes should not happen more frequently than once in a 3 months.

To get a prompt response, the Serna SDK license holder should send a plain text email in English and include the following:
  • A clear description of the issue
  • Estimation of the severity level
  • Serna Enterprise version
  • Operating environment details (operating system, hardware platform, build tools, etc.)
  • An example that demonstrates the problem:
    • Reproducible
    • Self-contained (a complete compilable C++ or runnable Python test case that can be built or run without additional 3rd party libraries or code, in compliance with the Build Requirements)
    • Minimalist (not more than 500 lines of code)

Additional relevant content should be included as attachments to the email. Preferred image formats are JPEG and PNG; compressed content should be sent as zip or tar.gz archives.

Syntext support engineers will typically ask you some questions to help clarify the issue. In order to receive the best possible support, you should respond promptly to these questions.

AVAILABILITY

The support service is accessible Monday through Friday, except US and Russian public holidays. Syntext will respond to your inquiries within 1-2 business days.

CONTACTS

Please send your support inquiries to support@syntext.com. In urgent cases, please call +1(425) 7497449.