@LeeWheeler
Regretfully, the earlier logged issue is not yet investigated. Please note that it is a performance related issue and such issues are used to be complex in nature as they depend upon different internal components of the API. Hence, certain amount of time is required to investigate them completely.
Also, there are other issues which were logged prior to yours and we have been working on resolving/investigating them. We will certainly let you know as soon as we have some additional updates regarding investigation and resolution of your issue. We highly appreciate your patience and comprehension in this regard.
We apologize for the inconvenience.
Mr Asad,
Can you tell if our account has premium support or the basic support? Our agency head wants to know if there is a higher level of support we can purchase to expedite the process. We arent sure what level of support we have.
thank you.
@LeeWheeler
Please post this inquiry in our purchase forum where you will be informed accordingly. You can create an inquiry there with your order details.
Hello Mr. Asad,
Any update on this ticket?
I also have a question. Our state department is in the process of renewing Aspose support for the upcoming year. They want to know if we did an upgrade in our support contract if that would give us faster response time in our ticket issues? I think right now we have basic online forum support. We are thinking of upgrading to a premium support level.
thanks
@LeeWheeler
We are afraid that the earlier logged ticket has not been yet resolved. Regarding your question, you can surely proceed to purchase the paid support and as soon as you buy the subscription, you will be able to login to helpdesk (paid support forum). You can then create a post there with the reference to ticket ID logged here and your issue will be escalated to high priority.
Furthermore, please note that paid support does not guarantee any immediate solutions but it does expedite the process of investigation in terms of getting a reliable ETA sooner and quicker. Also, the paid support issues have precedence over the issues logged in free support model.
Hello,
We have purchased the paid support for this situation. Who do I need to contact to get the ball rolling for this? Thanks for your help.
Lee
1 Like
@LeeWheeler
Please login to helpdesk using the same email address which was used to purchase the subscription and create a topic there with the reference to ticket ID PDFNET-48885. Your issue will be escalated to priority accordingly.
The issues you have found earlier (filed as PDFNET-48885) have been fixed in this update.