• On Site Support

• Remote Support

• Phone & Email Support

How to Contact Us:

You can open a support ticket over the phone or through email. Support Hours are 8 a.m. to 7 p.m. EST, Monday-Friday excluding Government Holidays. High availability 24 x 7 support contracts are available on request at additional cost.

Email: help@netlocity.com

Phone: (301) 392-3232 Option #4

Initial contact on a support request will be established within 4 hours via email. This message will contain your Case Number along with steps to proceed with the Case.


What to provide with your case submittal:

Providing the following information when you submit a case will help expedite the information gathering process that occurs before troubleshooting can begin and a resolution can be reached.

• Product Serial Number

• Current Product Version

• System log files

• Screenshots of UI error/ related windows

• Short Description of the issue that is occurring (System behaviors, UI error messages, point of failure)

By providing a purchase order for Netlocity Support and Maintanence on your software product you acknowledge the support coverage terms listed above.

Included in support agreement:

Break/Fix

• If a product prior to an error condition was in a working state, we will support clients to get the software back in a working state.

• Troubleshoot issues arising from the intended and supported use of products.

Software Enhancement and Development

• Access to latest version of product including all released Service and Fix packs.

• Hotfixes or patches developed to resolve bugs identified in the troubleshooting process

• Support for custom components written by Netlocity to enhance client software environments.

Information and Licensing Requests

• Supply supporting documentation such as admin guides and whitepapers, etc.

• Answer how-to questions for documented features.

• Basic Informational requests regarding supported configurations, best practices, and performance

• Access to self-serve knowledge bases and forums

• Any questions or requests regarding licensing activation, deactivation, or reset.

Technical support is not intended to be a resource for the full implementation or installation of solutions.

 

Not included in support agreement but assistance extended through a Professional Services contract:

• Installation and setup of new product software environments

• Configuration of the product’s functionality

• Custom components written by the client

• Errors originating from client’s software and hardware environment external to the supported product.

• Software architecture consulting

• Most any request not detailed in the “Included in Support” section