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Contact us with any questions at support@iradek.com

 

Software Support Policy
All BluRig products are distributed as is and you must agree to those terms to install any BluRig product. Support, if rendered is at the discretion of BluRig. BluRig Product Support at it's discretion may and as it see's fit, provide support and assistance. Below are instructions for obtaining technical support, along with descriptions of our support processes and procedures.


Overview of Support
BluRig Product Support is designed to assist with the troubleshooting and resolution of specific issues resulting from use of our products. BluRig as it determines necessary will partner with its customers when providing resolutions to issues. Customers are expected to fulfill reasonable troubleshooting tasks as recommended by BluRig. Issues arising from a need for training, implementation or installation services, or customization may be referred to our Sales Department to contract for these services. Support for and assistance with supported BluRig products is available via a support email account that is managed. BluRig reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue. Providing product support does not imply that BluRig will fix software defects or make changes to the software. The following items are NOT generally supported:


    Operating Systems
    Third-party applications alterations or revisions made by the customer
    Escalations from anyone other than the named customer
    Enhancement requests
    Alpha, Beta or other pre-release versions of BluRig products
    Free, no-cost or complimentary BluRig products or tools
    Beta Products


During product Betas, BluRig will provide support for the Beta product to authorized Beta customers via the managed support email account.


General Availability
While a product is generally available, BluRig will provide support and maintenance of that released product. The generally available build is the build that has been released to our company app store accounts for download.


Ongoing Support
BluRig offers support for products while the products are generally available. Providing product support does not imply that BluRig will fix software defects or make changes to the software. After a new version has been released, BluRig will no longer actively develop new fixes for or perform other maintenance on previous releases. BluRig reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue.


Legacy Support
After a new version has been released, BluRig may offer limited support for the legacy product that consists of answering usage questions only, via the support email account, and BluRig will no longer actively develop new fixes for or perform other maintenance on legacy releases. Providing product support does not imply that BluRig will fix software defects or make changes to the software. BluRig reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue.


Obsolete Products
As BluRig products are revised and updated, older versions of the products may be retired. Our policy for retiring products is to first inform customers who are still using the retiring product of our intention. We will stop supporting, maintaining and producing bug fixes for the retiring product(s). BluRig will not accept support requests for products that are obsolete, products that have been withdrawn, or for products available at no charge. BluRig does not offer support contracts to customers.


Response Times
A response means that we respond to your emailed support request. In some cases, we may need to obtain additional information from you in order to troubleshoot or resolve the issue. Support request emails will be routed to one of the principles at BluRig and answered as time provides. BluRig makes zero claim to any standard response time as all products are distributed as is and you must agree to those terms to install any BluRig product. Support, if rendered is at the discretion of BluRig.


Required information For Logging a Support Request:
When submitting a service request, please provide a detailed description of the problem, including any steps required to reproduce the problem, then email that information to info(at)blurig(dot)net.


NOTE: On-site Dispatch is not available for customers.