|
|
|
Our e-mail will be received by us usually with minutes regardless where
we are. We once timed an email from support to Melbourne, Australia and
it arrived within one minute! So if you need help at the wee
hours of the morning here, your email or telephone call will be routed
to our homes, and we will take your call.
|
Links to frequently accessed topics:
|
|
|
| From our experience, most large companies are extremely conservative.
Reliability
of operation, up-time availability and timely
support are extremely important. In many cases, these
aspects are much more important than features. RoAccess has been
in use for over two years, and is extremely reliable and proven.
It also has a great many features. So you don't have to compromise between
reliability and features.
The most difficult part of support, we believe, is attempting to solve a problem that only occurs on the customers machine. Many times this might only happen on your specific data. You might be half way around the world from your supplier, and you might need it fixed immediately. You must first determine just which system is at fault: Rochade Repository server, the network, he WEB server, the operating system or RoAccess. We have built in tools to assist you. And then we are available by telephone. For security reasons, most companies will not allow remote technical support personnel to log into their systems via the Internet to solve the problem. We therefore made RoAccess self-diagnostic. If one screen appears to have incorrect format, information, structure or does not work at all, you can turn on this self-diagnostic system from a menu. You then run the screen once more, and in addition to the output you previously received, you will see a large amount of diagnostic information. You then save that screen to a disk file, edit it to remove any passwords and email it to us. From that, we can re-create your environment and solve your problem. This happens extremely infrequently, but when it is needed, it is always there. (Incidentally, we do have customers that allow us to enter through their firewall to access there system to perform maintenance and upgrades. We use SecureID cards and encrypting access tools, such as ssh.) We have found the most serious problems have always been the Rochade Repository corrupting itself, personnel incorrectly modifying its installation or environment, file permissions have been accidentally changed, the Rochade server is not communicating, it has been moved to different disks incorrectly, etc.. However, sometimes the cause is that of RoAccess. Again, in many cases, even difficult problems can many times be corrected by the next day if not immediately. At that point you have at least three options:
2) We can give you a correction either by phone or email. You merely edit the source code yourself with a normal text editor. You can then immediately run your screen and verify that the problem has indeed been resolved. That correction will be in the next release. 3). You can correct it yourself . Remember, you have access to the diagnostic tools and its output may be sufficient for you to analyze the cause of the problem. There is a peace of mind when you know you have the source code. This has been done several times by customers who used RoAccess to better understand the Rochade Repository. In the process, they learned how RoAccess works. So they can fix problems and have become COMPLETELY SELF-SUFFICIENT. 4) You can wait for the next release that will contain the solution to the problem if it is not critical or urgent. (It has been our experience, however, that most of our customers would like it fixed immediately if possible.) Needless to say, up-time and support was one of the key design criteria for RoAccess. |
