How Cases Work - Our Support Policy
ePublisher Platform
There are two ways to receive support for the ePublisher Platform:
- Full Service Maintenance Program
- For customers without Maintenance, logged support cases will be charged on an indivdual basis.
Opening a Support Case
- Request a My Cases account log-in. You will receive confirmation of your log-in information within one business day.
- You can use you My Cases log-in to access your account at anytime, 24x7 to:
- Search the WebWorks.com Knowledge Base.
- Track the progress of any OPEN cases.
- Review solutions to past cases.
- OPEN a new support case.
What is a Support Case
A Support Case may be opened for:
- Repeatable, demonstrable product defects
- Questions on product features and functions
- Installation issues
- Upgrade or update conflicts
- Output format-specific features
- Documentation-related issues
- XSL and JS modifications provided by Quadralay staff or through Quadralay published materials, in which they remain unaltered.
The following are specifically EXCLUDED from the standard Support Case coverage:
- Creation and modification of custom formats
- Modification to projects completed by our WebWorks Services Team. (These projects are subject to a separate Custom Services Support agreement.)
- Technical Reference Guide, knowledge base, and selected content from the help center (wiki) content
Which versions are supported?
The ongoing WebWorks policy is to support the current release, plus any version released in a time window dating back two-years from the current release.
When a version is declared to have reached "end of life" (EOL) status it will be announced on this website, and in THE WORKS newsletter. Support for that version will continue for three (3) months after the EOL announcment.
The following table shows the status of various ePublisher Platform releases:
| Version | Release Date | Status |
| 2008.2 | July 2008 | Production Version |
| 2008.1 | April 2008 | Supported |
| 9.3 | September 2007 | Supported |
| 9.2.2 | February 2007 | Supported |
| 9.2.1 | November 2006 | Supported |
| 9.2 | July 2006 | Supported |
| 9.1 | November 2005 | Declared EOL - July 2008 |
| 9.0 | July 2005 | Declared EOL - July 2008 |
What versions of ePublisher work with what version authoring tool?
The following combinations of ePublisher and authoring tools are certfifed and supported:
- ePublisher 9.2 to 9.2.2 supports FrameMaker 6.0 to 7.2 and Microsoft Word 98 to 2003
- ePublisher 9.3 supports FrameMaker 6.0 to 7.2 and Microsoft Word 98 to 2003 plus content from any DITA compliant XML editor.
- ePublisher 2008.1, and 2008.2 supports FrameMaker 6.0 to 8.0 and Microsoft Word 98 to 2007 plus content from any DITA compliant XML editor.
Case Handling.
New support cases will receive an initial response within one (1) business day. (Customers on the Full Service Maintenance Program will receive a response within four (4) hours.)
Support cases are treated on a first-come, first-served basis, within their defined support program.
Issue resolution activity is from Monday to Friday, 8 a.m. - 5 p.m. CT, excluding holidays. (Customers on the Full Service Maintenance Program have the option to request that a case be marked as a PRIORITY fix with extended resolution hours, if the issue is impacting their ability to do business as defined in the program agreement.)
If more information is requested, we provide a two-week window for a customer response. If the WebWorks Support Team has not received requested information within that two-week window, it will consider the Support Case resolved and close it. The customer will be notified by email of the case closure.
While you can create as many Cases as you would like, only three (3) will be allowed opened at a time. Customers exceeding the maximum number of open cases will have the excess Open Cases placed in a queue and they will automatically become open once an earlier Case is marked "Complete."
In order to provide the customer with the most efficient service, each Support Case should contain a single issue. Multiple issues submitted in one Support Case will be converted to multiple incidents.
Feature Requests
Feature Request may be submitted through the Support Case system. Note, however, this is not the same as the submittal of a Support Case, and there is no guarantee of a response time. We review all feature requests when planning future product releases of the product. Submitting a feature request does not guarantee that the request will be implemented in a future product release.
WebWorks Standard Edition.
WebWorks Publisher Standard 8.x first level of support is offered through Adobe Systems technical support.
