Overview

Introduction

Enigmatec provides 24x7 Emergency Support for Enigmatec product emergencies and business escalations. It is strongly advised that requests of this nature should be raised via telephone using the appropriate free phone support number.

All other requests will be handled during U.K business hours (9:00-17:30 (GMT/BST) Monday to Friday (U.K public holidays apply).

The Support Request Portal should be used to raise non-emergency requests. If this is not possible, then contact our Support staff during business hours via the free phone support number and they will raise it on your behalf.

The Support Request Portal requires a one time login creation. You may do this yourself via the portal login screen, or you may have your customer representative create it on your behalf. The creation and validation process takes 24 hours so it is recommended that you do this in advance of your first use of the Support Request Portal.

For further information on how to use the Support Request Portal, please contact your customer representative for a copy of the Client User Guide 'How to use the Self-Service desk''.

Required information when raising a support request via telephone

The following information should be made available when raising a support request via telephone:

• Company name
• Client name
• Contact details; telephone and email address
• Enigmatec product name, including version and applied patches (if applicable)
• Operating system
• Database version (if applicable)
• Full problem description, including error messages
• Incident severity

Once the call is logged onto the system, the caller will be given an Incident ID, which should be quoted in all subsequent correspondence.

Process

1. Raise the Support Request - A response will be sent via email (if your details are on file) that the request is in the system, and being dealt with.
2. Updates - You will be notified of any changes to status, and updated on the incident's progress. You may also be asked for additional system diagnostics (such as log files, etc.) as required.
3. Remedy - A remedy or workaround will be communicated if applicable.
4. Resolution - You will receive details of how the incident was resolved.

The timings as to these stages are dependent upon the terms of your support agreement.