You can access our full catalog of support plans here.

Make sure you have signed up online for an account with us - even a 30 day trial of anything. Then email support@imazen.io to have us add it to your account, or do it yourself via the customer portal.

Once we receive payment. Your support benefits are only available if you have an active subscription and your account is not in arrears.

First, email support@imazen.io a description of the issue and callback phone number. You will need to list your company name, your support plan tier, and that you wish to use a support incident. Please verify you have an active support plan at https://account.imazen.io You will need to access the diagnostics page on your web server at /imageflow.debug. This may only be available from localhost. Copy and paste this page and email it to support@imazen.io Dial the emergency number provided. If for any reason this does not connect you, call the backup number provided 3 times within 5 minutes. If you are not connected or do not receive a call back within 10 minutes, please try again.

Standard support incidents are opened via email and may later involve phone support. You will need to email support@imazen.io the following: Access the diagnostics page on your web server at /imageflow.debug. This may only be available from localhost. Save and attach this file when contacting support. If your project will not run, this is not required. Include a detailed description of the issue and what you have tried. Please verify you have an active support plan at https://account.imazen.io and include the name of your support plan. List your company name and that you wish to utilize a standard support incident. Include a call-back phone number (with your time zone and business hours)

All technical support is provided directly by the development team, to encourage idiot-proof design. The lead engineer handles all Business and Platinum requests directly.

If you're having trouble getting our product running, you can email support@imazen.io, but there is no SLA unless you have a support plan. We won't be able to assist with custom coding or integration questions for free, but you can post questions on StackOverflow, report potential bugs on GitHub, and ask the community.

All support is provided directly by the development team, to encourage reliable software and idiot-proof design. This also means hot-fixes can potentially be published in minutes, if you do uncover a bug.

Our support SLA (hotfix delivery and maximum response time) depends on your support plan. Our product uptime depends on the cloud you are deploying it on (we don't host it for you)

Certain versions of ImageResizer can be supported, but you will need to contact sales@imazen.io to discuss your needs. Hotfix times may be slower than for Imageflow

Only for the Email support plan. There are exclusions to org-size pricing, see the general pricing FAQ for more details.

Additional business-hours incidents will cost $600/ea. Emergency incidents will cost $1,500/ea, and are only available on the Business and Platinum support plans.

Customers are entitled to a 100% refund for the current month's support plan if Imazen fails to meet the maximum emergency response time, and a 50% refund if the maximum standard response time is not met. Refund requests must be submitted within 45 days of the incident.

Imazen's financial liability shall never exceed the amount paid by the customer.

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You would not experience any downtime. Since our products are self-hosted and open-source, they don't depend on us to exist. In the long term, there is a vibrant community that would fork and maintain the project if we were to disappear. Our systems also don't disable your license keys - a human has to manually pause flagged subscriptions.

Both Imageflow and ImageResizer are designed to support multi-region global failover and load balancing, and pull source images from globally replicated stores such as Amazon S3 and Azure Blob Storage. support@imazen.io will be happy to help you get going. We also offer 24/7/365 support plans.

Imazen has no outside investors and has remained wholly owned by the development team since 2010. We've been around far longer than all of our competitors and have no need to extract per-image fees to pay investors back. We like our happy and loyal customer base, and keep putting our revenue back into improving our products.

We have a phenomenal track record and a security-first approach to design (rather than a feature-first approach). Our codec and image processing engine is written in Rust, and our servers in C#. Google's WebP vulnerability made it into our software, but we immediately patched all affected products. In the last 14 years, that's been it. We carefully vet our dependencies and keep them up to date, and have a security disclosure system in place. By comparison, ImageMagick has had 672 vulnerability notices.

You own your data and run our (open source) code on your server or cloud of choice - we never see your images. By giving you an easy-to-secure, easy-to-deploy, and easy-to-scale solution, we've made it easy for you to comply with regulations such as GDPR, CCPA, and HIPAA.

Very, very fast. Your customers won't know what hit them.

First, sign up for a 30-day trial of a monthly plan. A key will be sent immediately. If you want yearly invoicing, email sales@imazen.io and we can change your billing to yearly.

Customers on yearly plans can pay by wire transfer or USA bank debit (ACH), but we no longer accept payment by check. All customers automatically receive invoices when their term renews.

Email sales@imazen.io and ask for us to enable ACH on your account. You'll then be able to login to account.imazen.io and securely enter your bank information and verify it with microtransactions. Once it's verified, you can switch to any subscription and pay by bank instead of credit card. This is all handled by Chargebee, our recurring billing partner.

It depends on your country, but typically we accept Visa, MasterCard, American Express, Discover, JCB, and Diners Club.

If you are an agency developing custom sites for multiple third parties, you only need once license, and the pricing is based on your agency's size. You must inform your clients that if they stop using your services, then they will need their own license. Pricing will then adjust to the client's size. It may be better to give larger clients their own individual, client-sized subscriptions from the start, and have us bill them directly (we also allow rebilling, and agencies are exempt from the reseller fee).

Include all parent companies of the end-user, and all their subsidiaries. Count all their employees and full-time contractors and combined revenue. Ignore any resellers or intermediaries. Using a shell company or being a small subsidiary of a large corporation does not qualify you for a discount. Per our Privacy Policy, we know which domain names our product is used on and by which account. By subscribing, you agree to be billed retroactively for the full amount due based on your actual company size, regardless of which discount you initially selected as applicable, plus a 50% penalty on underpaid amounts. If you are unsure which plan you fall under, please reach out to sales@imazen.io. Company size discounts are not available for all support plans. Company size discounts are not available to resellers or customers that require custom legal licensing or billing agreements, require use of customer-specific vendor portals and forms, or have other time-intensive billing, vendor setup, or payment requirements. For more details, see the customer-specific terms section.

Your organization must be a registered tax-exempt non-profit in its country that engages in charitable work. Documentation may be required if there is insufficient public information about your organization.

In most cases, a statement from a company representative will suffice. The statment must disclose all parent companies and their subsidiaries, and the total number of employees and contractors (which can be rounded up). If your discount is subject to revenue limits, documentation may be required to verify your revenue. If there is a conflict between public information and your statement, you must provide documentation to resolve the conflict.

We offer NET 30 payment terms for clients on annual billing plans. Please read our full terms and conditions for more information.

Resellers and intermediaries require 3-5 times more work (for both us and the customer) than us directly assisting and billing customers. In our experience, reseller mismanagement of subscriptions is the #1 cause of customer dissatisfaction and impact to service. This does not apply to dev agencies. To cover this cost, resellers must self-disclose and such subscriptions must have the "Reseller Admin Charge" add-on enabled ($800 USD/year). Our size-based discounts are never available through resellers.

There is no charge for e-mail PDF invoicing, ACH or bank transfer payment, use of our customer portal (account.imazen.io), our company billing & ordering information sheets, our W-9, or NET 30 terms. Customers that require us to fill out vendor forms, utilize their vendor portal or other customer-specific sofware, or agree to other customer-specific billing/ordering terms must pay a $800 USD/year surcharge and are not eligible for our size-based discounts. Customers that require custom license or subscription terms in consultation with their legal team will be subject to a surcharge based on the time required for legal revision and review and are not eligible for our size-based discounts.

See our support pricing page for details. Our full support catalog document can be found here catalog of support plans here - Email support@imazen.io and we can add any to your account. All support is provided directly by the development team, to encourage idiot-proof design.

If you're having trouble getting our product running, you can email support@imazen.io, but there is no SLA unless you have a support plan. We won't be able to assist with custom coding or integration questions for free, but you can post questions on StackOverflow, report potential bugs on GitHub, and ask the community.

All support is provided directly by the development team, to encourage reliable software and idiot-proof design. This also means hot-fixes can potentially be published in minutes, if you do uncover a bug.

Our support SLA (hotfix delivery and maximum response time) depends on your support plan. Our product uptime depends on the cloud you are deploying it on (we don't host it for you)

Yes, with certain support plans.

You can find all our license terms here.

No, they are subscriptions. You can cancel at any time, but your product key will stop working. Without a valid product key, our software will either display a watermark or error instead of delivering images.

Yes, but an add-on is required if you are scaling out past 16 concurrennt CPU cores. Contact sales@imazen.io for details.

We offer affordable SaaS and OEM redistribution licenses for our products. Please contact sales@imazen.io for more information.

No.

Yes, you can try our products for free for 30 days. After that, you'll need to purchase a license to continue using them.

Our Site-wide subscription license applies to commercial licenses.

We provide our software under the AGPL 3.0 license, which is a free software license that requires you to make your source code available. Some portions may also be available under other compatible licenses such as the Apache 2.0 or MIT licenses.

Yes. If, in 2006, you deployed ImageResizer 1.0, you could deploy the 2024 version of Imageflow Server without breaking any images.

Yes. Imageflow Server is natively supported to run within .NET 6/7/8/9 apps or as a standalone microservice.

Yes, we offer ImageResizer for 4.8, and offer an Imageflow-based engine to allow you to get the latest improvements.

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