Support Services Frequently Asked Questions
Topics Covered: Basic Support Info | Hours of Operation | Licenses & Contracts | Product Eligibility Requirements | Premium Services | Escalation | Bug Reports & Feature Reports
See Also: Mac FAQ Technical FAQs
Basic Support Info
What online resources do you provide?
| OpenLink Product Support provides an array of online resources including but not excluded to the documentation library, Getting Started guides, knowledgebase, animated tutorials, problem identification worksheets, and online support cases. |
What services do you provide?
| OpenLink Product Support provides frontline email and phone support, online support, and a variety of premium services such as phone, emergency, and onsite support. |
Do you have specialized support options or packages?
| Contact your OpenLink 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?
| OpenLink Product Support provides installation, configuration, and connection support. OpenLink Product Support also debugs stability, ODBC performance, SQL, and ODBC API problems. |
What technical issues do you exclude from coverage?
| OpenLink Product Support does 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?
| OpenLink Product Support delivers support in a variety of means. Most support issues are handled through the online case system. However, frontline phone and email support is available for simple installation, licensing, and connection questions. Additionally, premium support packages may include extensive phone support, onsite support, or remote diagnostics. |
Who provides support?
| OpenLink Product Support staff comprises individuals with extensive knowledge of data access, data migration, database administration, programming APIs, and other relevant skills. |
How can I help you help me?
| OpenLink Product Support encourages users to create one online support case for each incident. Support cases create a forum whereby Product Support Consultants can organize and track the resolution of user problems. Additionally, Product Support encourages users to search the OPIE knowledgebase for relevant information and to use OpenLink's Problem Identification Worksheets for expedited service. |
Hours of Operation
What are your hours of operation?
| OpenLink Product Support is available from 9:00AM to 5:30PM local standard time. |
Do your offices close for particular holidays?
OpenLink Software's US Office is closed on the following days:
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Licenses & Contracts
Is support included in my licensing fee?
| The standard OpenLink 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?
| OpenLink Product Support provides quality, online support to all OpenLink 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?
| An OpenLink Maintenance & Support agreement entitles users to priority support and discounts on specific upgrades. Maintenance & Support may also entitle a user to premium services such as phone support, after hours support, and so forth. Ask your OpenLink 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. Contact your OpenLink Account Manager for additional information. |
How long do Maintenance and Support contracts last?
| Maintenance & Support contracts last one year from their date of order. |
How do I obtain a Maintenance and Support contract?
| Contact your OpenLink Account Manager to obtain a Maintenance & Support Contract. |
How do I renew a Maintenance and Support contract?
| Contact your OpenLink Account Manager to renew your Maintenance & Support Contracts. |
Product Eligibility Requirements
Do you provide support for all existing versions of your products?
| OpenLink Software discontinues formal support for older software versions. Contact your Account Manager to ascertain which OpenLink products are current. However, Product Support 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 driver(s) for which it was issued. Other installations are not covered. Additionally, your Maintenance & Support contract is designed to cover data access issues that arise in the context of connectivity to the DBMS for which the product was compiled. For instance, End users with Oracle 10 agent licenses or Single-Tier drivers licenses are entitled to support when connectivity is established to Oracle 10 DBMSs or its minor releases;e.g, 10.1, 10.2. End users are not entitled to support for connectivity to Oracle 11 or later versions of the DBMS. |
Premium Services
Do you provide phone support?
| OpenLink provides phone support to Maintenance & Support holders. Contact your OpenLink Account Manager for additional information. |
Do you provide evening or weekend support?
| After Hours Support is a premium service. Maintenance & Support contract holders should contact their OpenLink Account Managers for additional information. |
Do you provide installation assistance?
| Phone-based Installation Assistance is a premium service. Maintenance & Support contract holders should contact their OpenLink Account Managers for additional information. |
Do you provide per incident support?
| Phone-based per incident support is a premium service. Maintenance & Support contract holders should contact their OpenLink Account Managers for additional information. |
Do you provide "time to resolution" support?
| "Time to resolution" support is a premium service. Maintenance & Support contract holders should contact their OpenLink Account Managers for additional information. |
Do you provide onsite support?
| Onsite support is a premium service. Maintenance & Support contract holders should contact their OpenLink Account Managers for additional information. |
Does OpenLink provide remote diagnostics or "login" support?
| Remote diagnostics is a premium service. Maintenance & Support contract holders should contact their OpenLink Account Managers 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, contact your OpenLink Account Manager. The OpenLink Account Manager will help you raise the priority of your issue. If the problem persists, contact your regional 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, contact your OpenLink Account Manager. The OpenLink Account Manager will help you raise the priority of your issue. If the problem persists, contact your regional Technical Services Manager. |
Bug Reports & Feature Requests
How do I submit a bug report?
| OpenLink Product Support suggests that you open an online support case. An OpenLink Support Consultant will recreate the bug and identify the test bed to the Development Team. This Support Consultant will receive an ETA for all, valid bug reports and a development tracking number. Upon completion of a patch, the Consultant will receive a notification--from Development--that he can forward to you. Be advised - If you need an immediate turn around on your bug report, contact your OpenLink Account Manager. The Account Manager will assist you in expediting the matter. |
How do I submit a feature request?
| OpenLink Product Support suggests that you open an online support case. An OpenLink Support Consultant will assess the request and forward it to the Development Team. This Support Consultant will receive an ETA for all valid requests and a development tracking number. Upon implementation of the request, the Consultant will receive a notification--from Development--that she can forward to you. Be advised - If you need an immediate turn around on your feature request, contact your OpenLink Account Manager. The Account Manager will assist you in expediting the matter. |