---+ Support Services Frequently Asked Questions %TOC% ---++ Basic Questions ---+++ What online resources do you provide? We provide an array of online resources including but not limited to the [[http://docs.openlinksw.com][documentation library]], [[EvaluatorHelpPage][Getting Started]] guides, [[http://support.openlinksw.com/opie][knowledgebase]], [[TrainingTutorials][animated tutorials]], [[Worksheets][problem identification worksheets]], and [[http://support.openlinksw.com/support/online-support.vsp][online support cases]]. ---+++ What services do you provide? We provide email and Web-based support, and a variety of premium services such as phone, emergency, and onsite support. ---+++ Do you have specialized support options or packages? [[http://www.openlinksw.com/contact/][Contact your Account Manager]] to discuss the availability of phone support, after-hours support, emergency support, onsite support, and remote diagnostics. ---+++ What technical issues do you cover? We provide installation, configuration, and connection support. We also assist in debugging stability, ODBC performance, SQL, and ODBC API problems. ---+++ What technical issues do you exclude from coverage? We do not assist in database tuning, custom development, or the use of third-party applications that extends beyond use of ODBC. ---+++ How do you provide support? We deliver support in a variety of means. Most support issues are handled through the online case system. However, first-tier phone and email support is available for simple installation, licensing, and connection questions. Premium support packages may also include extensive phone support, onsite support, or remote diagnostics. ---+++ Who provides support? Our staff is comprised of individuals with extensive knowledge of data access, data migration, database administration, programming APIs, and other relevant skills. ---+++ How can I help you help me? We encourage users to create one [[http://support.openlinksw.com/support/online-support.vsp][open an online support case]] for each incident. Support cases create a forum through which we can organize and track the resolution of user problems. Additionally, we encourage users to search the [[http://support.openlinksw.com/opie][OPIE knowledgebase]] for relevant information and to use our [[Worksheets][Problem Identification Worksheets]] to help expedite service. Finally, we provide a web-based [[http://boards.openlinksw.com/support/][Support discussion forum]]. ---++ Hours of Operation ---+++ What are your hours of operation? We are available from 9:00AM to 5:30PM, relative to our offices (Burlington, MA, USA and London, UK). ---+++ Do your offices close for particular holidays? Our UK Office is closed on the following days: * New Year's * Good Friday * Easter Monday * May Day * Spring Bank Holiday * Summer Bank Holiday * Christmas * Boxing Day Our US Office is closed on the following days: * New Year's * Martin Luther King, Jr. Day * President's Day * Memorial Day * Independence Day * Labor Day * Thanksgiving Thursday and Friday * Christmas ---++ License Contracts ---+++ Is support included in my licensing fee? Our standard license fee does not include Maintenance & Support. Users must pay an additional percentage or flat fee to obtain a Maintenance & Support agreement. ---+++ Do I need a support contract? We provide quality web-based support to all our evaluators and customers. However, you or your organization may choose to invest in a Maintenance & Support Contract to obtain access to Phone Support, Emergency Support, and other premium services. ---+++ What benefits do Maintenance and Support contracts provide? Our Maintenance & Support agreements entitle users to priority support and discounts on specific upgrades. Maintenance & Support may also entitle you to premium services such as phone support, after hours support, and so forth. [[http://www.openlinksw.com/contact/][Ask your Account Manager]] for additional information. ---+++ How much do Maintenance and Support contracts cost? Most Maintenance & Support agreements cost a small percentage of the original product license fee. [[http://www.openlinksw.com/contact/][Contact your Account Manager]] for additional information. ---+++ How long do Maintenance and Support contracts last? Maintenance & Support contracts last one or more years from their date of order. ---+++ How do I obtain a Maintenance and Support contract? [[http://www.openlinksw.com/contact/][Contact your Account Manager]] to obtain a Maintenance & Support Contract. ---+++ How do I renew a Maintenance and Support contract? [[http://www.openlinksw.com/contact/][Contact your Account Manager]] to renew your Maintenance & Support Contracts. ---++ Product Eligibility Requirements ---+++ Do you provide support for all existing versions of your products? We may discontinue formal support for older software versions. [[http://www.openlinksw.com/contact/][Contact your Account Manager]] to ascertain which versions of our products are current. However, we may assist legacy users when problems are deemed resolvable. ---+++ Does my Maintenance and Support contract cover all my existing versions and installations? Your Maintenance & Support contract covers the specific licensed installations for which it was issued. Other installations are not covered. ---++ Premium Services ---+++ Do you provide phone support? Limited phone support is provided to Maintenance & Support holders. Extensive live assistance is a premium service. [[http://www.openlinksw.com/contact/][Contact your Account Manager]] for additional information. ---+++ Do you provide evening or weekend support? After Hours Support is a premium service. Maintenance & Support contract holders should [[http://www.openlinksw.com/contact/][contact your Account Manager]] for additional information. ---+++ Do you provide installation assistance? Phone-based Installation Assistance is a premium service. Maintenance & Support contract holders should [[http://www.openlinksw.com/contact/][contact your Account Manager]] for additional information. ---+++ Do you provide per incident support? Phone-based per incident support is a premium service. Maintenance & Support contract holders should [[http://www.openlinksw.com/contact/][contact your Account Manager]] for additional information. ---+++ Do you provide "time to resolution" support? "Time to resolution" support is a premium service. Maintenance & Support contract holders should [[http://www.openlinksw.com/contact/][contact your Account Manager]] for additional information. ---+++ Do you provide onsite support? Onsite support is a premium service. Maintenance & Support contract holders should [[http://www.openlinksw.com/contact/][contact your Account Manager]] for additional information. ---+++ Does you provide remote diagnostics or "login" support? Remote diagnostics are a premium service. Maintenance & Support contract holders should [[http://www.openlinksw.com/contact/][contact your Account Manager]] for additional information. ---++ Escalation ---+++ What do I do, if I am not satisfied with Support? Before you proceed, insure that you have opened a formal support case, for each outstanding support issue. Then, [[http://www.openlinksw.com/contact/][contact your Account Manager]]. They will help you raise the priority of your issue. If the problem persists, [[http://www.openlinksw.com/contact/][contact your Technical Services Manager]]. ---+++ What do I do to escalate an issue? Before you proceed, insure that you have opened a formal support case, for each matter that you wish to escalate. Then, [[http://www.openlinksw.com/contact/][contact your Account Manager]]. They will help you raise the priority of your issue. If the problem persists, [[http://www.openlinksw.com/contact/][contact your Technical Services Manager]]. ---++ Bug Reports and Feature Requests ---+++ How do I submit a bug report? We suggest that you [[http://support.openlinksw.com/support/online-support.vsp][open an online support case]]. We will recreate the bug and identify the test bed to the Development Team. We will receive an ETA for all valid bug reports and a development tracking number. Upon completion of a patch, we will receive a notification from Development that will be relayed to you, the user. Be advised - If you need immediate turn around on your bug report, [[http://www.openlinksw.com/contact/][contact your Account Manager]]. They can assist you in expediting the matter. ---+++ How do I submit a feature request? We suggest that you [[http://support.openlinksw.com/support/online-support.vsp][open an online support case]]. We will assess the request and forward it to the Development Team. We will receive an ETA for all valid requests and a development tracking number. Upon implementation of the request, we will receive a notification from Development will be relayed to you, the user. Be advised - If you need an immediate turn around on your feature request, [[http://www.openlinksw.com/contact/][contact your Account Manager]]. They can assist you in expediting the matter. ---++ See Also * [[MacFAQ][Mac FAQ]] * [[TechnicalFAQs][Technical FAQs]]