We provide an array of online resources including but not limited to the documentation library, Getting Started guides, knowledgebase, animated tutorials, problem identification worksheets, and online support cases.
We provide email and Web-based support, and a variety of premium services such as phone, emergency, and onsite support.
Contact your Account Manager to discuss the availability of phone support, after-hours support, emergency support, onsite support, and remote diagnostics.
We provide installation, configuration, and connection support. We also assist in debugging stability, ODBC performance, SQL, and ODBC API problems.
We do not assist in database tuning, custom development, or the use of third-party applications that extends beyond use of ODBC.
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.
Our staff is comprised of individuals with extensive knowledge of data access, data migration, database administration, programming APIs, and other relevant skills.
We encourage users to create one 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 OPIE knowledgebase for relevant information and to use our Problem Identification Worksheets to help expedite service. Finally, we provide a web-based Support discussion forum.
We are available from 9:00AM to 5:30PM, relative to our offices (Burlington, MA, USA and London, UK).
Our UK Office is closed on the following days:
Our US Office is closed on the following days:
Our standard license fee does not include Maintenance & Support. Users must pay an additional percentage or flat fee to obtain a Maintenance & Support agreement.
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.
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. Ask your Account Manager for additional information.
Most Maintenance & Support agreements cost a small percentage of the original product license fee. Contact your Account Manager for additional information.
Maintenance & Support contracts last one or more years from their date of order.
Contact your Account Manager to obtain a Maintenance & Support Contract.
Contact your Account Manager to renew your Maintenance & Support Contracts.
We may discontinue formal support for older software versions. Contact your Account Manager to ascertain which versions of our products are current. However, we may assist legacy users when problems are deemed resolvable.
Your Maintenance & Support contract covers the specific licensed installations for which it was issued. Other installations are not covered.
Limited phone support is provided to Maintenance & Support holders. Extensive live assistance is a premium service. Contact your Account Manager for additional information.
After Hours Support is a premium service. Maintenance & Support contract holders should contact your Account Manager for additional information.
Phone-based Installation Assistance is a premium service. Maintenance & Support contract holders should contact your Account Manager for additional information.
Phone-based per incident support is a premium service. Maintenance & Support contract holders should contact your Account Manager for additional information.
"Time to resolution" support is a premium service. Maintenance & Support contract holders should contact your Account Manager for additional information.
Onsite support is a premium service. Maintenance & Support contract holders should contact your Account Manager for additional information.
Remote diagnostics are a premium service. Maintenance & Support contract holders should contact your Account Manager for additional information.
Before you proceed, insure that you have opened a formal support case, for each outstanding support issue. Then, contact your Account Manager. They will help you raise the priority of your issue. If the problem persists, contact your Technical Services Manager.
Before you proceed, insure that you have opened a formal support case, for each matter that you wish to escalate. Then, contact your Account Manager. They will help you raise the priority of your issue. If the problem persists, contact your Technical Services Manager.
We suggest that you 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, contact your Account Manager. They can assist you in expediting the matter.
We suggest that you 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, contact your Account Manager. They can assist you in expediting the matter.