Telerik offers you the following ways to install its products:

• EXE file for automatic installation;
  The EXE files are intended for easy and automatic installation of a product. It installs the control(s) on your computer in a folder in your Program Files named Telerik, and automatically creates the necessary virtual folders and projects. Additionally, the EXE installs the help file(s) in your VS.NET IDE and in your local copy of MSDN (if you have one). The EXE files are best for first-time Telerik users and ASP.NET novices.
• ZIP file for manual (advanced) installation;
  The ZIP is used for manual (advanced) installs and for upgrading/updating purposes. The folder structure is different from the EXE. You need to be familiar with with ASP.NET, IIS, setting permissions and creating virtual folders. Please, refer to the HELP manual for further details.

NOTE: The latest EXE and ZIP packages available for download already have all updates/HOTFIXES applied. There is no need to update them further.

If you already have a Telerik control installed from the EXE, you can safely install an updated version of the same control - the installer will keep your existing installation. The new files will be placed in a separate folder and the new installation will not damage the common installer files.

Make sure you are logged in the account which holds the purchase, then

1. go to My Licenses
2. locate the product and license (for example RadControls Q2 2006 Server Subscription License) you have purchased and click on Product Downloads to show the available options
3. download the Developer build of the product. You can tell if a file is the trial version or the purchased build from its name:
• free trial files end in "trial" (for example RadControlsMCMS_Q2_2006_trial.exe)
• purchased developer builds end in "dev" (for example RadControlsMCMS_Q2_2006_dev.exe).

The trial versions of all Telerik controls are fully functional copies of the paid versions, but will display a Copyright note occasionally. A properly set trial key will remove the Copyright message for a period of 30 days. The trial key can be extended for another 30 days, if needed.

You can use a single trial key for all minor versions of a control, but you will need a different trial key for the major versions. That is, your trial key for RadEditor 6.3 will work on RadEditor 6.5, but not on RadEditor 7.0.

To obtain a trial key for a particular product:

1. Log in your Client.net account.
2. Go to My Licenses.
3. Locate the control that you need a trial key for and click on the License Key link.
4. On the new page, fill the details in all fields and click on the Generate button to generate your trial key. You can directly copy the key from your screen or you can use the LicenseFile.xml which you will find in the confirmation e-mail that you will receive for future reference

To set the key, review the Setting Trial License key(s) KB article.

Upon the expiration of your first trial key, you can extend it for another 30 days. 3 days before your key is to expire, you can extend the key from the same page that you used to generate it.
You cannot extend your trial for more than two periods (60 days total). If this is needed, however, please contact a Telerik support officer and he will assist you.

Our controls are licensed per developer seat - each developer seat gives a single programmer the right to work with our controls. From their own Client.net accounts licensed developers can download all versions of the purchased control or start new support incidents with the support package of the purchase. Please note that each license developer can add or delete other developers to the purchase that he or she is assigned to.

This procedure should be done from the purchaser's account:

1. Log in the purchaser's Client.net account
2. Go to My Licenses
3. Locate the purchased product (for example Radcontrols Q2 2006 Server Subscription License)
4. Click on the Licensed Developers link. There one can add an email to the licensed developer. By default, buyer's email is already entered in the filed but it can be deleted (the buyer will still see the controls purchased if his email is deleted).
5. Add developer's email and name in the provided fields - the system will automatically create an account for him (if he doesn't have one already) and the developer will receive a confirmation email.
6. Once logged in, the developer will see the controls he is licensed for and will be able to start new support tickets with the appropriate response times.

When you purchase a Telerik control, your purchase is valid for the version of the product at the time of the purchase (or all version of the control for the next year for purchases with subscription). When you later upgrade or renew your purchases for different versions of the product, it is possible that the new developer seats for the new versions is a different number than that of your original purchase.

When you open a new ticket, the support system will send automatic notification to Telerik support officers and will create a thread in your support history. The support team will then review your ticket and provide an answer to your problem or inquiry. The reply will be appended to your support thread and, for your extra convenience, you will also receive an e-mail with the all the information. There is no need to followup in case the answer solves your problem, even though it is recommended as this will help the support officers close the issue quicker. If you need to followup and provide additional information, you need to log into your Client.net account, go to the thread in question and reply to it from the web interface.

In the "My support ticket" page, you can track the status of your tickets by the icon next to each ticket:
 
- You have a new, unread reply from a support officer.
- Open ticket, pending for an answer from a support officer
- Closed ticket, a resolved support incident, bug report or feature request.

To make the system really effective, we need your help and we kindly ask that you create a new thread for every incident/inquiry and for every different product. In case you open a ticket for RadEditor and ask questions regarding RadTreeView in the same support thread, you may not receive a timely response.

Client.net offers several exclusive resources to evaluators and customers of Telerik products:

• Support ticket system
• Bug reporting tool
• Feature request tool
• Feedback form
• Forums

As with any other system, there are some guidelines that you need to follow in case you would like a quality support experience:

• Please review the publicly available resources before you create a new ticket. We have a Knowledge Base with articles which may already cover your question or problem.
• Open a support ticket for every issue that you face as this will make things easier for the support team, and it will be easier for you to track the progress of all incidents
• Do not enter support incidents in "Feature requests"
• Before creating a new "Bug report" entry, make sure that we have enough information to reproduce the problem. The more details you send, the easier it will be for us to isolate the problem and help you
• Do not enter technical problems in "General feedback". Its purpose is to allow you to send us feedback on our site, our products, and our services

After we reproduce a bug or add a feature request to our ToDo list, we will notify you and add Telerik points to your account. The reply of the support team will be appended to your original post and will be available for your review.

Telerik strives to constantly improve its services and response times. You can help us in providing you with a quick and accurate response if you follow these simple guidelines when submitting your support ticket:

• Describe your question in detail. Although we have seen most problems and are familiar with the issues the people are having, there is always a chance that you are the first to report a given problem. Sending us as much information as possible will help us identify the source and provide you with a fix or workaround
• Provide step by step instructions on how to reproduce the erroneous behavior.
• Send us the stack trace of the exception you are receiving (if applicable).
• Attach the source code which generates the exception you are receiving
• Attach a screenshot of the observed behavior and a screenshots of the expected behavior (if applicable)
• Attach a simple MCMS Template which isolates and demonstrates your problem. We will need the following:
1. Small MCMS template with the RadEditorPlaceHolderControl in it where the problem can be reproduced. Please strip all unneeded placeholders and custom controls.
2. All files that are used in this template (custom Javascript, external Css, etc.) 
3. Sample content (MS Word file).  
4. Step-by-step reproduction instructions.

As all human beings, we like praise but it's even more important for us to know what does not work and we are counting on you to tell us about any bugs that you spot in our software.

Sometimes it is difficult to make a distinction between a support incident and a bug report, but if you feel that there is a generic problem with any of our products that can be reproduced, you should consider opening a "Bug report" instead of a "Support ticket".

When you create a "Bug report" entry, please tell provide as many details as possible. As a start, please include a description of the steps required to reproduce the error.

It is also very important that we have information about your environment (OS, .NET framework, browser, and so on). If you feel that screenshots or some other visual material will help us understand the problem better, do not hesitate to attach additional information.

Chances are that the sooner and better we understand the problem, the quicker we will come up with a solution.

To find out more about the Licensing policy and how to purchase a license, please visit our Purchase FAQ.

To find more information about Telerik Support Policy, please visit our Support FAQ.