Support Policy

1. Scope

This policy applies specifically to TdmsSlice. It does not define the support terms of other current or future Seven Dwarfs Software products.

Bug reports, product questions, and workflow feedback may be submitted for both Evaluation and Standard.

2. Best-effort support

TdmsSlice support is provided on a best-effort basis. Seven Dwarfs Software may review reports and questions when practical, but does not guarantee:

• an individual reply to every message;
• reproduction or investigation of every reported problem;
• resolution of a problem in a particular environment;
• a bug fix or workaround;
• implementation of a requested feature; or
• a specific response or resolution time.

Feature selection, implementation, and timing remain at the discretion of Seven Dwarfs Software.

3. Standard does not include a support contract

Purchasing TdmsSlice Standard removes the Evaluation CSV sample limit and provides the Standard license rights described for the product. It does not include a guaranteed human-support entitlement, service level agreement, or contracted response time.

4. Reporting a problem

When reporting unexpected behavior, include the TdmsSlice version and edition, what you were doing, what happened, and what you expected instead. Reproduction steps are useful when available.

Product support messages can be sent to [email protected].

5. Diagnostic reports

TdmsSlice includes a diagnostic-report feature to preserve technical context that can help explain a problem. A diagnostic report may include metadata, the selected Group / Channel, information about the last operation, and error details.

Diagnostic reports are designed not to include raw Channel sample values or the full source-file path. However, TDMS metadata itself can contain project-specific names or properties, so review a diagnostic report before sharing it.

Receiving a diagnostic report does not create an obligation to reproduce, investigate, fix, or otherwise resolve the reported issue.

6. Source files and sensitive information

Do not send confidential TDMS source files, proprietary data, passwords, license files, or other sensitive information in an initial support request.

If a source file would materially help investigate a problem, it may be requested separately. Only share files that you are authorized to disclose.

7. Bug fixes and feature requests

Reports and requests can influence future TdmsSlice development, but submission does not guarantee acceptance, implementation, scheduling, or delivery in a particular release.

Workflow feedback is especially useful when it explains the task you are trying to complete, how you handle it today, and what makes that process difficult.

8. Contact

For TdmsSlice product support: [email protected]

For general business or website inquiries: [email protected]