Kbase P12797: How to obtain On-Call, After Hours Support?
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
31/10/2006 |
|
Status: Verified
GOAL:
How to obtain On-Call, After Hours Support?
GOAL:
How to obtain after hours support?
GOAL:
How can customers obtain after hour support?
GOAL:
How can customers obtain after-hour support?
FIX:
After Hours Support Information
All customer requesting information on or needing assistance on after hours support must contact Technical Support in their region.
Customer Requirements:
1. Customer may only participate in the program six times during the fiscal year
2. On-Call, After Hours support may only be used in the following situations:
-software upgrades
-emergency situations
-one time occurrence related to Progress Software
3. Customers are advised to contact Progress Technical Support five days prior to date of required service. However if this is not possible, Technical Support will do the best to accommodate your request.
4. Customer must provide Progress Technical Support with all information regarding
-the situation which resulted in the need for On-Call, After Hours Support
-relevant configuration information
-contact name and telephone numbers and e-mail
-projected frequency of need for the TSE