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Welcome
to Open Solutions' Technical Services. OSI's technical support
services is dedicated to ensuring the highest level of success
for our customers.
With available
technical support staff and an online solutions database,
Open Solutions Support Services is prepared to address priority
issues in a timely manner, along with levels of support that
suit the customer's needs and budget.
Support
contracts include Standard Support for normal business hour
support, Premier Support, which includes extended hours and
a Pay Per Call service. If you expect your technical support
needs to be limited over the coming year and do not anticipate
upgrading, it may prove more economical to use the Pay Per
Call service in lieu of a support contract. Contact your sales
representative for details.
Open Solutions
Technical Support is delivered globally from our support centre
in Toronto Canada. Open Solutions Technical Support professionals
ensure timely and accurate resolution of customer service
requests via the Internet, email, or phone. All support offerings
include Open Solutions web-based helpdesk, allowing customers
to easily create new service requests, locate and track the
progress of open service requests, and view a knowledge  base
of solutions.
OSI's
web helpdesk provides access to a wealth of information, including
Technical Notes, Alerts, Statements of Directions, Patch Release
Notes, and answers to commonly asked Open Solutions questions.
Customers participate directly by searching the knowledge
base and by submitting and updating issues to Technical SupportEngineers,
who are Open Solutions product experts.
Through
annual support agreements, customers are eligible for software
upgrades to the next generation of products they have licensed.
This ensures that customers continue to receive the benefits
of ongoing research and development, including new product
features.
When
You Contact Us
In your
message, please include: your customer number (the customer
number on your invoice, or the company or person's name used
to order the software if you don't have your customer number
available), our call tracking number if this is a follow-up
call, the exact version of the software, operating system
version and a detailed description of the issue you are experiencing.
E-Mail
Is Best!
Contacting
us In order of preference, use: e-mail, fax, and phone.
 The
preferred method of contacting technical support is via e-mail:
this generally allows us to provide the best service to our
customers. An e-mail message can easily be copied and edited
internally within the company (for example a support engineer
can forward part of your message to a development engineer
improving our ability to service you).
Even if
your issue is urgent and you want to make a phone call—send
an e-mail first with the standard information we'll need (customer
number, software version etc.), and we will respond with an
e-mailed reply that assigns you a Call Tracking Number. Then
you can call and the information will be right there, ready
for the engineer.
Response
Time
Outside
of our formal Service Level Agreements we offer the following
basic services.
While
we do offer telephone support, we cannot guarantee that an
engineer will be available immediately to answer a question
-- it may be necessary to call you back. We strive to respond
as quickly as possible, however there is a great variation
in demand for support services and the response time will
vary. A reply to any query should be provided within 24 hours
(non business days excluded). If your issue is especially
urgent, you are encouraged to make this clear in your e-mail
or fax message and we will try to respond more quickly.
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