Uniplex Support will use its best efforts to respond
within six hours after a call has been submitted. A Uniplex tracking
number will be assigned and an initial attempt will be made to
fix the problem or the support engineer will assist in precisely
identifying the software problem. A correction or workaround will
be provided via mail, e-mail, facsimile, or telephone if the software
problem has previously been corrected.
Calls will be categorized into four levels which
will set the priority for further problem determination, escalation,
research, and development of emergency bypass procedures or temporary
fixes according to the following plan for each problem which can
errors, including defects preventing all useful work or loss
or corruption of customer data. All reasonable, continuous efforts
will be provided until the problem is resolved.
operations including defects disabling major functions of the
product. Reasonable efforts to provide a workaround plus consideration
of a fix for inclusion in the next maintenance update.
impact with defects that disable certain nonessential functions
of the product. A fix will be considered for inclusion in the
next maintenance update.
for enhancement or change in a feature or function of the product.
The request will be considered for inclusion in the next functional
release. Difficulties in understanding the operation of the
software or the software documentation will be categorized on
the same basis with assistance provided on this priority level
until the matter is resolved.
Customers who receive support through a VAR, distributor,
or other reseller must call the company from whom they purchase
support to receive assistance, even if that third-party has a
direct support relationship with Uniplex. Uniplex support personnel
will, in normal circumstances, communicate directly only with
the entity that contracts directly with Uniplex.
Required Support Information
We must have certain basic information for any support
call so that we may respond most efficiently to it. Please provide
the following when you submit your support request:
Number (if any)
Support Contract Number
Your Support Center Number
Name of Person Requesting Support
Version of Uniplex (displays
at top of main menu screen)
Module of Uniplex Where Problem
National Language in which
Uniplex is Running
Platform Where Problem Occurred
Operating System Name/Version
Can Problem be Duplicated Consistently?
Detailed Description of Events
Leading to Problem
Steps Needed to Duplicate the
Optional Support Information
There is often additional information that may directly
relate to the problem. The following information is optional,
but any applicable items listed below should be included with
the Support Request if they can help Uniplex to further investigate
Terminal and/or Printer Manufacturer/Model
Third-party Software to which Uniplex is Connected/Integrated
(i.e., terminal emulator, spooler, menu system, etc.)
System Environment Changes Made before the Problem Occurred
Does Problem Relate to a New Install or New Release?
Attach Relevant Files/Printouts/Error Messages/Examples