In this section we describe the support services we provide, our working hours, response time Service Level Agreement (SLA), communication channels, and the detailed flow for each of the services.
We will be happy to help you with any questions on DotNetBrowser.
Our support hours are Monday – Friday, from 11:00 to 19:00 (UTC+02:00).
We respond to a newly created support request within one business day (SLA). It means that if you submit your support request at 18:00, we will reply till 18:00 of the next working day.
When you acquire a commercial license, you receive a one-year Standard Support Subscription and software updates. It means that within a year you will be able to get all DotNetBrowser minor and major updates together with the Standard Support.
With the Standard Support subscription you receive a personal account in DotNetBrowser Help Center, where you can submit requests, communicate with the support representative, and see the statuses of all your requests.
We prefer written communication, however it is also possible to set up a remote screen sharing session or video call if it helps to resolve your case faster.
We recommend that you check out our guides, tutorials, and FAQ. Most of the questions are covered by these sections. If you don't find an answer to your question regarding using DotNetBrowser, then please feel free to submit a support request with your question. We will be happy to help.
Accepting Bug Reports
If you see that the library throws an exception or behaves unexpectedly, then please take a look at our troubleshooting guide first. If your case is not covered by the guide, then please report an incident and provide us with the following information:
- DotNetBrowser version.
- OS name, architecture. Make sure that your environment is supported.
- An example or a simple standalone application that we can compile and run in a similar environment.
- Steps to reproduce. What should be done in the given application to reproduce the issue.
- The actual and the expected behavior.
- DotNetBrowser logs, crash dumps, thread dumps, screenshots, and other information that may help us to analyze and reproduce the issue.
We will analyze all the details provided and try to confirm the issue. We might request additional information if necessary.
Please note that we only process issues, which we can confirm. It is the only way we can create an automated test, apply the fix, and make sure that the fix solves the issue.
If the issue is confirmed, we will create an appropriate task in our issue tracking system, link it to your support request, apply the fix as soon as we can.
Feature Request Consideration
If you want DotNetBrowser to be extended with some new functions, please send us a feature request with the following details:
- Description of the feature.
- How you would like to use it in your software.
We will consider the request and let you know if we will proceed developing this functionality or not.
If we accept the feature, we will link your request to the corresponding task in our issue tracking system and put it in the development queue.
If we decide not to proceed developing the feature you have requested we will explain why and suggest a workaround if it exists.
As soon as we implement a feature or apply a fix, we will prepare and publish an EAP build with these changes, and send you a notice of its availability. The new feature or fix will be also included in the next official release version of the library. We release an official version once a month.
Please note that all the fixes, improvements, new features, and Chromium upgrades are implemented on top of the latest (mainstream) version only. We do not apply or backport the fixes and features on top of the previous versions.
Support During Evaluation Period
You are welcome to try fully-functional DotNetBrowser during a free 30-day evaluation period. See how the library works, check its features in action, and make sure it meets your requirements.