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Support time guidelines

PDFTron provides maintenance and support Monday through Friday, 9:00 AM to 5:00 PM Pacific (GMT-08:00), excluding major Canadian holidays.

PDFTron usually gets to work on any questions or issues submitted right away. PDFTron also uses the following Error severity classification to prioritize and correct verifiable and reproducible Errors:

  1. Priority 1: an Error which causes a system crash under normal usage.

    PDFTron will within two working days of verifying that such an Error is present, initiate work in a diligent manner toward development of an Error Correction.

  2. Priority 2: an Error which causes a crash of the Software under normal usage.

    PDFTron will within five working days of verifying that such an Error is present, initiate work in a diligent manner toward development of an Error Correction.

  3. Priority 3: other Errors.

    PDFTron will in the normal course of its general maintenance cycle of the Software, initiate work in a diligent manner toward development of an Error Correction.

Following the correction of an Error (the “Error Correction”), PDFTron provides the Error Correction through a ‘temporary fix’ consisting of sufficient programming and operating instructions to implement the Error Correction. PDFTron also includes all Error Corrections in all subsequent updates of the Software.