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Here are answers to frequently asked questions about Telosa Technical Support policies and procedures: How
much does support cost?
Free support is provided to all Exceed!™ Premier clients for the first 90 days after purchase. Exceed! Basic clients receive 30 days of free support after purchase. On-going support and product upgrades can be obtained through the purchase of an Annual Support Contract. Please fill out a price request form to obtain pricing for an Exceed! Premier or MacTRAC Annual Support Contract. You can also get Exceed! Basic support pricing.
What types of questions can Telosa Technical Support answer? Telosa will investigate all Telosa software issues reported by our clients. However, support services are not provided for questions regarding computer hardware, network issues, and software programs other than Telosa Software. Support is intended for users who have been trained in the Telosa products. Telosa's Training services are available to provide training so you get the most out of your Telosa product.
Any client with a current Annual Support Contract can contact Technical Support directly. Exceed! Premier clients who have recently purchased the product receive free support for the first 90 days after purchase. Exceed! Basic clients receive 30 days of free support after purchase.
Normal phone, fax and email support hours are weekdays between the hours of 6:00 a.m. and 5:00 p.m., Pacific time, excluding major holidays. In addition, our web based Client Support Center can be accessed 24 hours a day.
What response time can I expect for problems reported
by phone? Telosa retains Technical Support staff responsible for responding to client requests for support and problem resolution in a timely manner. All problems reported to Technical Support are initially handled by a support representative who works with the client to identify and (in many cases) solve the problem. If the representative cannot resolve the problem on primary contact, he/she assigns it a tracking number and does additional research on the problem or passes it to a specialist. Goals for resolution after a problem is first reported are based on the nature and severity of the problem; and the representative will make every attempt to resolve the issue within these resolution time goals. The following table displays the targets for initial follow-up and resolution for different types of problems:
Note that the definition of a problem and the resolution target may be adjusted based on mutual agreement between the representative and client.
What
response time can I expect for problems reported electronically? Priorities are assigned to problems reported via the Web or E-mail, based on the guidelines above. A Technical Support representative will respond to the client by phone or e-mail within 24 hours, with the exception of problems reported on weekends and holidays. Because we cannot guarantee less than 24-hour response on problems tracked electronically, you should report severity 1 or 2 problems by phone.
When can I expect my problem to be resolved? Due to the complex nature of software development and operating environments, we cannot make guarantees regarding problem resolution time. We will make our best effort to resolve problems as expeditiously as possible.
A problem will be closed out upon mutual agreement of the representative responsible for the problem and the client. In cases where the representative is awaiting further information from the client and is not contacted by the client for a period of 14 days, the consultant will make two attempts to contact the client, and if no contact is established, the consultant will close the problem.
What maintenance and bug fixes are provided? For clients with a current Annual Support Contract, software patches and major upgrades for Telosa products is provided through installable updates. Software updates are available in our Client Support Center. Clients are also notified of the availability of software updates via e-mail. While we will attempt to provide fixes for serious problems, there may be cases where it is impractical or impossible to generate a fix, due to compatibility issues or the potential for introduction of unwanted side effects.
How can I find out what was fixed in a certain update? Clients can refer to the Readme.txt file located in the application directory (Exceed or ExBasic folder) for fixes and updates applied to a certain product release.
What support is available for non-current releases of the
software? Support is available for the current major release of the software, for example, Exceed! Premier 4.x. In some cases, support is provided for prior major releases such as when a major upgrade has recently been made available. |
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© 2008 Telosa Software, Inc. |
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Inability to perform core functions on any workstation,
such as data entry, mail processing, or report printing