Media Cybernetics Technical Support Policy
Technical Support is defined as assistance with the installation, configuration and
troubleshooting of software and hardware products sold by Media Cybernetics or
their partners with a technical support engineer by telephone and Email.
Best efforts will be made to assist troubleshooting of third party software
and hardware being used with Media Cybernetics products. These services also
include explanation and clarification of Image-Pro (family) features/menu
options and advice concerning the efficient use of Media Cybernetics' products.
Technical Support will also assist all Media Cybernetics customers in
determining if hardware is defective and the issuance of RMA authorizations.
Media Cybernetics warrants all hardware sold to be manufactured defect free for 1 year, notwithstanding misuse, abuse or negligence.
Technical support does not include application development, training, or upgrades
to future versions of our products. These services are handled through our
Sales Department.
Technical Support is available to support the current version level of our
products and the level before that version. Media Cybernetics will of
course honor all current Technical Support contracts on any version
until they expire.
Media Cybernetics Technical Support Plans
When purchased, Image-Pro Plus, Image-Pro Express, Image-Pro Discovery,
Array-Pro Analyzer, Gel-Pro Analyzer, IvVivo and InVitro (and any
packaged bundle that includes any of these products) INCLUDE 90 days
of Technical Support. The 90 days starts at the date of your purchase
(original copy or upgrade). You may extend this period to one year
from the date of purchase by ordering a Technical Support Extension
at the time of purchase.
Alternatively, users who require Technical Support at any time after
their purchase may purchase one year of Technical Support from our direct
purchase website, Shop.Mediacy.Com.
Add-on modules for Image-Pro Plus are covered by the Technical Support
(if any) of the base package product.
A higher level of support is available for users who create and utilize
custom macros (Auto Pro Functions) in Media Cybernetics applications and
for developers deploying IQstudio or using our Software Development Kit
(SDK). The complete details surrounding these options are available on
Shop.Mediacy.Com.
Eligibility for Technical Support
You are entitled to receive support for all products for which you have:
Have registered your software product. Registration is available through
your software product or online. Please use the following to register:
http://www.mediacy.com/register.asp
Please note that Media Cybernetics Technical support is limited to two
authorized technical support contacts at your site.
A current Technical Support contract as outlined in your License Agreement with Media Cybernetics.
The goal of Technical Support is to assist customers with the use of our
software/hardware by answering questions and resolving problems
specifically related to the software/hardware. The underlying
assumption is that the customer is generally knowledgeable (i.e.,
taken an education class or equivalent) about the product but has
additional questions or problems not answered in the documentation
or on the Web site.
There are several situations that may not fall into the domain of Technical Support. For
example:
Customer education on techniques, technology or applications
Customer-written/customer-modified code
Fixes to prior releases of software (Media Cybernetics only updates the current version of software)
User computing environments
For these cases, support may be declined. If you are interested in these
supplementary services, you may contact the Director of Technical Services.
How to Purchase Technical Support
Technical Support may be purchased online at Shop.Mediacy.com, or by contacting
Media Cybernetics Customer Service, or through your product dealer. You will
need your serial number to purchase support.
Hours of Operation
Standard Technical Support operates from Media Cybernetics headquarters in Silver Spring Maryland, and
is staffed to provide product support from 9:00 a.m. to 5:00 p.m. Eastern Time (ET), Monday through Friday.
Media Cybernetics provides most technical support via phone support,
e-mail and self-help via our Support site. In the event that all
specialists are busy, you may leave a message in a voice mail box
and your call will be returned as soon as a Technical Support
Representative becomes available. At any time during the day,
you can leave a message on the support line or send an e-mail
request to techsupport@mediacy.com.
On the following U.S. holidays standard support is not available:
New Year's Eve and New Year's Day
Martin Luther King Jr.'s Birthday
Presidents' Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day and the day after Thanksgiving
Christmas Eve and Christmas Day
Contacting Media Cybernetics By Phone:
To reach Standard Technical Support call (301) 495-3305, option 3.
Our main business telephone numbers is (301) 495-3305.
By Email/Web:
The Technical Support Web form: http://support.mediacy.com/techsupport.asp
The Technical Support email address is: techsupport@mediacy.com
--Please provide the following when contacting Technical Support
Product and version you are using
Product serial number
Operating system and service pack level
Processor speed and RAM
Camera and/or microscope being used and associated drivers versions
Contact information
Application Support - Solutions that Promote Productivity
Media Cybernetics Application Support provides consultants that are
knowledgeable in Image Analysis, technical training, and system integration.
Media Cybernetics has the expertise to help you through every stage of
the process.
Media Cybernetics Application Support involves:
Learning about your specific business and technical needs
Evaluating your organization's objectives and goals
Considering the tools and resources needed to attain your goals
Applying industry knowledge to determine a sound solution.
At your request, we can send qualified consultants to your site. These
consultants will work with you to provide a solution to deliver documented
code or to augment your current staff. The result is a solution tailored to
your specialized business need.
If you are interested in our Application Support Plan, please provide
us some preliminary information using the following link; Application Support
Maintenance and Upgrade Releases
Media Cybernetics offers free patches to software which are designed to
fix bugs that may not have been identified in our Quality Assurance
process before release. Typically, a patch is labeled with the third
digit in the overall versioning schema of our software. Point releases
(the second digit) may be made freely available or assigned a price at
the discretion of Media Cybernetics.
Additional Support Information
Many support resources are also available free to all Media Cybernetics product users:
1. Access to Media Cybernetics Technical Support website and archive.
2. Access to downloadable solutions from Media Cybernetics' Solutions-Zone at www.Solutions-Zone.com.
3. Membership in Image-Pro Plus, Array-Pro Analyzer, and/or Optimas Forums hosted by Media Cybernetics.
4. Access to the searchable archives of the users group Email Lists.
5. Downloadable Driver Updates and Software Updates available from Media Cybernetics' website.
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