Technical Support Policy

To apply for free technical support:
1. Be sure to register your product on the Registration page.
2. Formulate your question and either send us an e-mail message or call us. See Support Contacts for addresses and phone numbers of ABBYY’s regional offices.
When calling the Technical Support line, make sure you have the following at hand: the media on which the software was furnished (CD-ROMs and floppy disks), the User’s Guide, and the hardware on which the problem occurs.

Standard technical support is provided ONLY in English free of charge to ABBYY FormReader 6.5 Desktop Edition (including ABBYY FlexiCapture Studio) users who have registered their copy of the product at www.abbyy.com, by mail, by e-mail, or by fax. ABBYY may stop providing standard technical support free of charge after the elapse of one year since the release of the next version of FormReader.

Standard technical support for ABBYY FormReader 6.5 Desktop Edition includes consultations and advices for the following:

1. Product installation.
2. General questions relating to the functionality of the product as described in the User's Guide and other documentation.
3. Abnormal program termination.
4. Errors that might occur when scanning documents using FormReader 6.5 Desktop Edition.

Standard technical support does not include consultations on creating, editing and testing forms and form templates, or consultations on creating and editing validation rules.

Technical support for ABBYY FormReader 6.5 Enterprise Edition and ABBYY FormReader 6.5 Developer Edition is provided in accordance with the Additional Technical Support Agreement. For information about the Additional Technical Support Agreement, please contact your local ABBYY Distributor.

Standard FlexiCapture Support Services are provided in accordance with the Maintenance agreement that is a part of End-User License Agreement accompanying the product. Here is the extract from the standard Support Services terms:

1. ABBYY or its Supplier shall provide free Support Services to resolve priority 1 Errors*.
2. If You have purchased the Support Services part of Maintenance, then ABBYY or its Supplier shall provide Support Services for up to eight (8) requests involving Errors with priority 2* and 3*. Support Services for any additional requests involving Errors with priority 2 and 3 shall be purchased additionally.
3. ABBYY or its Supplier will provide Support Services related to the SOFTWARE during normal working hours via telephone or e-mail.
4. ABBYY or its Supplier agrees to make commercially reasonable efforts to issue emergency Updates to the SOFTWARE outside the normal release schedule to remedy any priority 1 Error reported to it. In the normal course of events, priority 2 and 3 Errors may be repaired in subsequent releases. Emergency Updates will only be issued for the current version of the SOFTWARE to fix priority 1 Errors.
5. When reporting Errors, You agree to provide ABBYY or its Supplier with the necessary supporting data to locate the Error and provide for its repair and workaround. The supporting data shall include a description of the problem, identification of the platform and operating system on which the problem occurred, a copy the input which caused the Error to be discovered, a copy of the format file being used when the Error was discovered, and any machine dumps which resulted from the Error. ABBYY or its Supplier may use the above-mentioned information for its business purposes, including, but not limited to, product support and development, provided that ABBYY or its Supplier does not utilize such information in any form that personally identifies You.

* "Error" means any failure of the SOFTWARE to perform in accordance with the specifications listed in the documentation. The following three types of Error shall be recognized:

• A priority 1 Error means problem situations where no workarounds are available to You and the production at Your site is halted, including Errors displaying "Internal Program Error," "Out of memory," "Access Violation," "General Protection Fault," "General Protection Error," and "Division by Zero" messages;
• A priority 2 Error means a failure for which a workaround is available;
• A priority 3 Error is a minor issue not interfering with the production at Your site.

To find out more about the Support Services please contact support team.

ABBYY provides FREE technical support to Developers during the trial period of ABBYY SDKs. The usual trial period is 60 days.

Further technical support or high-priority technical support are available through signing an additional Service Agreement that specifies annual payments for technical support and upgrades. For more information, please contact ABBYY regional offices or partners.