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Contact information RES Support:
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Phone:
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E-mail:
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support@ressoftware.com
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Webticket and Knowledge Base:
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http://support.ressoftware.com
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Public holidays:
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The Netherlands |
United States of America |
| Friday 1 January 2010 (New Year's Day) |
Friday 1 January 2010 (New Year's Day) |
| Monday April 2010 (Easter Monday) |
Monday 31 May 2010 (Memorial Day) |
| Friday 30 April 2010 (Queen's Day) |
Monday 6 September 2010 (Labor Day) |
| Wednesday 5 May 2010 (Liberation Day) |
Thursday 25 November 2010 (Thanksgiving Day) |
| Thursday 13 May 2010 (Ascension Day) |
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| Monday 24 May 2010 (Whit Monday) |
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Opening hours:
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| Friday 24 December 2010 till 16:00 |
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| Friday 31 December 2010 till 16:00 |
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| Monday 4 Januari 2010 open from 10:00 |
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Solution Assurance Services:
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RES Software provides Solution Assurance services to customers who have a valid
license in place for RES Software products and have subscribed to the Solution
Assurance services. Solution Assurance services consists of:
Software maintenance consisting of:
- Service releases on a regular basis, with a minimum of 1 release per year. A
service release consists of a number of bundled patches and does not necessarily
offer new functionality
- Product releases on a regular basis, with a minimum of 1 every 3 years. A
product release contains new functionality and features and relates only to a
specific software edition, such as RES PowerFuse Standard or Enterprise edition.
and
Technical support means that RES Software will provide assistance to locate and
correct errors in the RES Software products by means of phone, e-mail and web
support. Customers can consult the RES Knowledge Base on the RES website 24/7.
The RES Knowledge Base enables customers to investigate possible resolution to
problems they may encounter while using the RES Software products. New content
is added to the RES Knowledge Base on a daily basis.
RES Software Support can be contacted by phone for technical support and is
available for all customers except customers in the USA/Canada from Monday
through Friday from 8 am till 6 pm CET (Central European Time), except for
public holidays in the Netherlands.
For USA/Canada customers RES Software Support can be contacted from Monday
through Friday from 8 am till 6 pm CST (Central Standard Time). For the
time-being this service is based on best commercial effort and except for public
holidays in the USA.
Customers can also submit requests for technical support by email or by
submitting a web ticket through the RES Portal.
All calls and messages from customers regarding technical support are ticketed.
A ticket tracking system is in place in order to monitor the execution of the
technical support services.
RES Software currently provides Solution Assurance in Dutch and English.
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What customers may expect from RES Software:
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When a customer places a call to the RES Software support desk, a RES Software
support engineer will:
- supply the customer with a ticket reference
- match the customer’s problem with the RES Knowledge Base, and
- provide the customer with possible solutions.
In case no match with the RES Knowledge Base is found, the support engineer
will:
- try to reproduce the customer’s problem and/or
- supply a solution to the problem, or
- supply a (temporary) work around
A ticket will be closed, in case:
- the customers accepts the solution or work around
- the problem cannot be reproduced or solved
- the problem is not caused by the software
- the customer does not respond within 4 weeks to the repeated phone and/or email
requests of the RES Software support desk or the customer does not provide the
necessary cooperation to solve the problem
- the customer is no longer hindered by the problem.
In case a problem is reproducible, but no solution or work around is available,
the support engineer will escalate the customer’s ticket to RES Software’s
Research & Development department who may, in consultation with and after
approval of the customer, add or modify functionality to new releases of the
software to solve the problem.
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What RES Software expects from customers:
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The customer needs to first analyze problems and errors in the software
internally. When the problem or error is submitted for technical support, the
customer shall pass on the results of such analyses to RES Software.
WE ADVISE CUSTOMERS TO FIRST CONTACT THEIR RESELLER OR VENDOR AND TO CONSULT THE
RES KNOWLEDGE BASE FOR A MATCH TO THE PROBLEM. The resellers and vendors know
the customer’s computing environment. Reseller or vendors and the RES Knowledge
Base will often offer a solution to the customer’s problem.
Customers need to appoint qualified person(s) as the customer’s contact for RES
Software, who have the technical capability to understand and communicate about
the RES Software products. If RES Software, in its sole discretion, determines
that a customer contact person is not qualified to handle the RES Software
products, RES Software is entitled to delay the execution of the Solution
Assurance services until such contact person is replaced by a qualified contact
person. Messages from customers to RES Software regarding Solution Assurance
services shall be either in Dutch or in English.
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