Scope of support services

• 16/12/2025
• 9 Minuten Lesedauer

This article provides information about the support services offered by Continia. It helps you understand when it's appropriate to seek assistance from Continia, which Continia Document Output versions are covered, and what falls outside support responsibility.

What Continia supports

For full support and stability, always upgrade to the latest version. Continia provides ongoing support for all Document Output releases for at least 18 months after each release date. Currently, the following versions of Document Output are supported:

Support for the following versions of Document Output has recently ended:

Upgrading to a supported Document Output version is strongly recommended when end users with an unsupported version either: encounter issues that haven't been corrected in a service pack for the old version; or will clearly benefit from the enhanced functionality of the newer version.

For all supported versions of Document Output, service packs are released on an ongoing basis to ensure that any errors are corrected. It's highly recommended that you as a partner implement these service packs regularly. This is easy to do no matter if your version of Document Output is FOB-based or app-based. For FOB-based versions, you only need to import new objects, and no data conversion is required – while app-based versions simply require you to upgrade the app as described in Upgrading Continia Document Output for app versions of Business Central.

With each service pack, end users of Document Output get easy and quick access to all corrections and improvements in one go, thereby significantly increasing the stability of their systems. For more information about how to implement a service pack, see Implementing service packs.

When a customer identifies an issue in a supported version of Document Output and it's likely the problem is caused by Document Output code, Continia offers help, debugging assistance, and determination of whether the issue was caused by a bug in Document Output. If this is considered unlikely, you as a partner must document that the issue was indeed caused by Document Output and not by standard NAV/Business Central functionality or by the presence of any other add-ons, extensions, or customizations.

When a Document Output bug causes an issue, Continia makes sure that the issue is corrected as fast as possible – provided that it's a critical issue (one that blocks essential business processes and has no known workarounds). If the issue is non-critical, it's corrected in an upcoming service pack instead.

For supported versions of Document Output, Continia provides support covering the following components and scenarios:

• Help and debugging assistance when errors occur in the Document Output code
• Help and advice concerning functionality that doesn't work as intended
• Errors in add-ins
• Performance issues related to Document Output functionality

For unsupported versions of Document Output, Continia provides support covering the following components and scenarios:

• Questions about Document Output functionality – all questions about the functionality of any version of Document Output are answered to the extent that the Continia staff is capable of answering them without in-depth research. If the staff doesn't know the immediate answer to a question relating to an unsupported version of Document Output, the staff will instead explain how the corresponding functionality works in a supported version.

  Hinweis

  Continia doesn't spend time investigating the operability of old, unsupported versions of Document Output.

• Questions about Document Output errors – all questions about specific Document Output errors are answered to the extent that the Continia staff is capable of answering them without in-depth research. If the staff doesn't know the immediate answer to a question relating to an unsupported version of Document Output, the staff will instead explain how to deal with the error in a supported version.

  Hinweis

  Continia doesn't spend time investigating why the error occurs in old, unsupported versions of Document Output.

• Questions and issues related to:

  • Activation
  • Communication with Continia Online, including export of users, download of emails, and activation of missing email domains in Continia online

• Questions about any of the following:

  • Demo licenses and the issuing of new demo licenses
  • The licensing of Document Output
  • Client credentials
  • How to upgrade Document Output
  • What to do and consider when renaming companies
  • Add-in errors
  • The Document Output Service, including upgrading

What Continia doesn't support

Continia doesn't support issues relating to NAV/Business Central code for unsupported versions of Document Output. This means that for these versions, Continia does not help debug any issues in NAV/Business Central or develop hotfixes for errors in the code. If an error is identified in an unsupported version of Document Output, customers must either upgrade to a supported version or correct the issue themselves. If the error is still present in a supported version of Document Output, it's only corrected in the supported version.

For all versions of NAV/Business Central and Document Output

Continia doesn't provide support for:

• Assistance coding email templates in the HTML editor.
• Standard NAV/Business Central errors
• Issues likely to be caused by infrastructure, including network configuration, firewalls, and proxy servers
• Estimation of time required to implement or upgrade Document Output
• Help and assistance in customizing Document Output – just as for standard NAV/Business Central, partners are expected to know the solution and/or have the skills to investigate how it works when customizations are to be made

For unsupported versions of Document Output

In addition to the above, Continia doesn't support any of the following:

• Errors in the Document Output NAV/Business Central code, including debugging assistance
• Performance issues
• Issues with functionality that doesn't work as expected

Related information

Resources for help and support
How to implement a service pack
Software lifecycle policy and Continia Document Output on-premises