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 The goal of iBASEt's Technical Support team is to deliver the best support in our industry. We understand that the key to customer satisfaction is providing timely, accurate responses to problems and questions.
iBASEt views its relationship with its customers as a long-term partnership. To ensure our customers' success, iBASEt maintains a personable customer support program which is tied to our product maintenance program. The Customer Support program compliments the Implementation and Training programs offering a complete set of services for the success of our customers.
Support Programs
Contacting Customer Support
Standard Customer Support and Product Maintenance Program
Contact Customer Support by phone or email. Regular phone hours are 8:00 a.m. to 5:00 p.m., US Pacific Standard Time. Extended phone hours are handled via an answering service. Requests for support should come from contacts registered at iBASEt for the customer site. Issues are handled according to priority (see Contacting Customer Support).
Implementation and Customer Support service includes access to a customer specific FTP directory at iBASEt where files used for trouble shooting and resolving the issue can be exchanged in a private and secure manner. Scripts and files for urgent resolutions are expedited to customers online.
Product maintenance updates are made available to authorized users in the Product section of our FTP site. As part of our maintenance and support services we provide a user-id and password for access to our FTP site. You will also get email notifications to your registered point of contacts notifying of the availability of product releases. The email will contain information on how to access documentation and files for the release. Documentation for each product release includes enhancements, fixes, and installation or update instructions. Customers engaged in an implementation process should consult the Technical Lead for the project before performing any product maintenance updates. Please inform Customer Support before and after applying a product maintenance update. Customer Support will assist the update process and be ready to respond to any issues. For more details customers can refer to the Software Maintenance Agreement.
Special Contract Maintenance and Customer Support Programs
Other service agreements are available from iBASEt for expanded customer support hours or maintenance of custom products or enhancements. Please contact your Sales Representative or Customer Support for more information.
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Contacting Customer Support
Hours
8:00 a.m. to 5:00 p.m., US Pacific Standard Time, Monday through Friday
Emergency support available 24 hours/day, 7 days/week at (949) 598-5201 via an answering service
Telephone
Voice 949.598.5201
Fax 949.598.2601, Attn: Customer Support
email:
support@iBASEt.com
Information needed
You can make your call to Customer Support as efficient as possible by having the pertinent information ready. We recommend the use of email along with a phone call to expedite the process of recording information for the call.
· Company name and location
· Authorized contact name
· EMail address
· Client Operating System version
· RDBMS (Oracle) version and platform
· Solumina version (Framework and Foundation)
· Exact Error Message including Oracle or Solumina error numbers
· Copies of session logs, trace files or other diagnostic information
· Detail description of problem
· Is the problem reproducible? What are the steps to reproduce?
· Is the problem specific to one machine or several?
· Is this site in production or active in an implementation/configuration process?
· Priority of your issue:
P1: Highest Priority. Production system is down and normal business process can not proceed. More than 90% of users affected. Registered point of contact for site must contact Customer Support by phone and provide background information describing the circumstances. Customer Support will respond within 4 hours. Registered point of contact must follow up immediately with any information or documentation requested to diagnose problem. Customer Support will involve pertinent departments at iBASEt as necessary to resolve the issue in the shortest time possible.
P2: Urgent. Production system is up, but not functioning at "normal" capacity. A major function is not available and it is affecting a significant number of users. Registered point of contact for site must contact Customer Support and provide background information describing the circumstances. Customer Support will respond within 1 day. Registered point of contact must follow up with any information or documentation requested to diagnose problem. Customer Support will involve pertinent departments at iBASEt as necessary to resolve the issue as soon as possible.
P3: Issue does not significantly affect production system. Registered point of contact for site must contact Customer Support and provide background information describing the circumstances. Customer Support will respond within 2 days. Registered point of contact must follow up with any information or documentation requested to diagnose problem. Customer Support will involve pertinent departments at iBASEt to resolve the issue.
Information sources
Please check to following information sources before calling Customer Support. Manuals can come in handy when communicating issue to Customer Support.
· Solumina Implementation Journal - documents configuration for the site
· Recent changes or updates to client or database software or hardware
· Online diagnostic information and database trace files
· Solumina User Manuals
· Solumina Configuration Manuals
· Solumina Installation Guides
· Operating System Manuals
· RDBMS Manuals
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