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Our Technical Support
Tech support is as important as the reservation system itself. Digital Rez provides tech support
in a number of ways. Our online tech support website is located at support.digitalrez.com.
International Support
Note that international clients require Internet access and an email connection in order to benefit our full range of technical support and maintenance offerings. International customers purchasing any new Digital Rez Software product are also entitled to technical support after installation, up to a limit of 5 hours. Clients outside Australia must call (61) 7 4925 4400 Monday to Friday, between 8 a.m. and 5 p.m. Eastern Standard Time and advise the receptionist they are new clients calling from outside Australia who require assistance from our technical support team. This will ensure priority service. We recommend that you subscribe to our International Key Service to maintain enhanced support services.
Basic Technical Support
Emergency telephone and email access to our technical support staff is available only to subscribers to our Gold Key support services. Customers who haven't purchased Gold Key support should use the Technical Support website at http://support.digitalrez.com.
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Gold Key Maintenance Package
The Gold Key Technical Support option offered by Digital Rez Software entitles you to direct access to our technicians during regular business hours (8 a.m. to 5 p.m. EST, Monday to Friday). Emergency after hours support is available if you have a problem with one of our supported products that prevents you from conducting business. Call center staff answer your emergency call and page a technician who contacts you directly. Gold Key is designed for customers running 1 or 2 computers. Gold Key Network services customers running 3-4 computers, whether networked or standalone.
Platinum Key is for networks of more than 5 stations, or for customers using the SQL version of ROS2006(tm). Please note that Platinum Key is mandatory for SQL customers.
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Platinum Key Maintenance Package
Platinum Key is for networks of more than 5 stations, or for customers using the SQL version of ROS2006(tm). Please note that Platinum Key is mandatory for SQL customers.
Our Gold Key Maintenance Package has now been improved. The price has not increased but now the Gold Key Maintenance Package
includes all ROS2006(tm) Upgrades and Updates.
Please note: Build 125 (Released Dec. 28, 2001) is the final build freely distributed to clients who do not have the
Gold Key Maintenance Package. Clients who do not own Gold Key will still have access to critical updates.
Call our Sales Department to order Gold Key Tech Support today: 61 7 4925 4400
Continuing Support Options for Clients outside Australia
In addition to our Internet based support services available at http://support.digitalrez.com, we also offer enhanced
subscription based personal support for clients outside Australia. The International Key subscription support service uses
our subscription email address with a 3 hour response objective, or our (61) 7 4925 4400 phone line to connect to our Australian
development and support facility. Support is available Monday to Friday, between 8a.m. and 5 p.m. EST.
Remote Troubleshooting and Technical Support
Symantec's pcAnywhere program supports remote troubleshooting and technical support, and allows us to dial directly into your computer to analyze and solve problems at your request. * It also provides a medium for hands on staff training over the phone if you purchase training time, priced at $100 an hour. We recommend that you acquire the latest version of this software for the most effective technical support. Connect to the Symantec website at http://shop.symantec.com for a no cost 30 day trial.
* pcAnywhere support options for International customers may be limited.
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