Technical Support Procedures

 

Technical Support Procedures

AdRem Software's Technical Support department is dedicated to providing you with responsive, high-quality assistance, so you can install AdRem Software products smoothly and keep them running smoothly. Please see below for instructions on how to obtain technical support and for descriptions of our support features, processes and procedures.

Scope of Support

Technical Support is intended to assist AdRem Software customers in troubleshooting and resolving specific issues resulting from the use of AdRem Software products on a supported platform. Customers are expected to fulfill reasonable troubleshooting tasks as recommended by AdRem Software support staff. Issues arising from a need for training, implementation services, and customization (scripting) may be referred to the appropriate departments to contract the appropriate services for your specific need.

Technical Support for supported products is available via a variety of contact methods. These include product Knowledge Base, Frequently Asked Questions, online support request and telephone support during scheduled support hours for current software versions. This telephone support is for customers with a current Service Agreement or who are within 30 days of purchasing the product. Current versions are listed on each product tech support web page. Technical Support reserves the right to request a customer upgrade to the current version to resolve a known problem or technical issue. Providing technical support does not imply that AdRem Software will fix software defects or make changes to the software.

The following ps are NOT generally supported:

  • Operating systems and third party applications.
  • Alterations or revisions to the AdRem Software solutions made by the customer.
  • Escalations from personnel other than the named Technical Account Contacts.
  • Continued support for issues that AdRem Software has provided corrections not implemented by the customer or data requested from the customer but not provided.
  • Enhancement requests.
  • Alpha and beta versions of AdRem Software solutions.
  • Free AdRem Software products and tools.

AdRem Software will not accept support requests for products for which support has been withdrawn or for products available at no charge.

Pre-purchase inquires: All pre-purchase inquires should be addressed using e-support or with a support request form.

Contacting Technical Support

  • Online Support Resources - available to all customers. The www.adremsoft.com web site delivers 24x7 access to online Frequently Asked Questions, articles, documentation and other problem-solving resources. These Web resources provide you with the quickest solution to the most common technical support issues.
  • eSupport - Only available to customers with a Service Agreement or within 30 days after registration or within the product's trial evaluation period. For non-urgent issues, we recommend you try the online form available in the Support section of the web site. Choose the product you would like to submit a support request and enter the applicable information.
  • Telephone Support - Only available to customers with a Service Agreement or within 30 days after the product purchase. Telephone support is also available during the product's trial evaluation period, but we recommend using eSupport.

Regular Support Hours

The hours are as follows (during national holidays, the support department may not be operating): Monday through Friday 9 a.m. - 5 p.m. (Eastern)

Response Times

A response means that we answer your call or email and acknowledge your issue. In some cases, we may need to obtain additional information from you in order to resolve the issue.

Product Version Upgrades

Software updates are available to customers with valid Service Agreement contract. Please login to the AdRem Software customer portal to download the latest version of the purchased software. Users of 30-day trial versions of the software can download updates released within their 30-day testing period by login to the web pages with trial version of AdRem Software products.