During evaluation of MainConcept SDKs each customer receives 60 days email-access to the MainConcept Customer Care team, free of charge. This free support period begins with the download of any of our Demo SDKs from the MainConcept Customer Portal.
Should additional assistance be required after the free 60-day period customers may optionally purchase extended access to the MainConcept Customer Care team. Evaluation Support and Integration Support are limited to assisting our customers to integrate the components into their applications only.
Special offer: Members of the Digital Production Partnership (DPP) receive 3 months free Integration Support.
After signing a license agreement MainConcept Customer Care experts remain available to the customer to ensure a smooth launch of the products developed using MainConcept SDKs. A free 3-month period is included upon starting the license period.
Maintenance & Support
For continuous product updates with improvements and bug fixes MainConcept customers may optionally purchase annual support contracts. Valid for one year they ensure that MainConcept customers receive the latest SDK versions (sub-decimal level updates) and continuous access to our Customer Care team.
Support for end-of-life products
SDK products that reached end-of-life status will no longer be improved or updated. Issues and requests reported for such components will be handled at low priority or may even be disclaimed.
The Customer Care team provides technical integration support only for end-of-life products.
Reasons for end-of-life products:
1) A component reaches its predefined goal by MainConcept.
2) Components can become less relevant in the market which causes MainConcept to shift the strategic focus to other SDK products.
Currently the list of end-of-life products includes the following SDKs:
|Video SDKs||Acceleration SDKs|
|DVCPRO 25/50/HD||OpenCL H.264|
|MPEG-4 Part2 / H.263|
When submitting bug reports please make sure that you tell us which SDK version you are using, and on which platform.
If you provide a small self-contained and compilable example that demonstrates the problem we will probably be able to identify the cause and propose a solution much faster than if you just give a general description. In most cases modifying a SDK sample is a good starting point.
If you can’t find an answer to your question in the product documentation, you can open a Support Case with our Support Team. Once you submit your Support Case you will receive an email notification, which includes your Case Number and Reference ID. Please allow 1 business day for a response. For a quicker solution, please fill in the fields below as accurately as possible. In particular, if contacting us regarding a specific issue, please provide as much information as possible describing the symptoms you are seeing. This information may include:
- Full error messages
- Log files
- Example files
- Step-by-step instructions explaining how to reproduce symptoms