Ingenex Corporation provides telephone support for all of its products. Emergency phone numbers are also available for after-hours technical support and will be provided upon the opening of a Severity 1 problem.

Overview of Ingenex Product Support
At Ingenex Corporation, we know support services are a critical component to customer satisfaction. You need a partner that ensures you get the most out of your investment with industry-leading expertise and commitment to service excellence.

When you call or e-mail us with a service request, you will receive a clear picture of the service to be provided by us, when it will be delivered, and the Ingenex contact accountable for issue resolution.

Our service commitment is:
At point of call or within 1 business hour of your internet or email communication, a Help Desk representative will supply you with your service request number and establish with you a statement of your issue as well as its severity and priority.

Within 4 business hours, your call or e-mail will be returned by a Product Specialist who will establish with you the next steps and timeframe for follow-up. To verify a product defect or to determine how product behavior will affect your issue, Product Specialists will attempt to re-create your issue. If they are unable to re-create the symptoms, additional information such as application definitions, logs or trace data may be requested.

Contacting Ingenex Technical Support
Ingenex Support Services is staffed 7:00 am to 5:00 pm Pacific Standard Time Monday to Friday (excluding statutory holidays). Ingenex Corporation provides telephone support for all of its products.

Emergency phone numbers are also available for after-hours technical support and will be provided upon the opening of a Severity 1 problem.

Determine the Business Impact:
You need to assign a severity level to the problem when you report it, so you need to understand the business impact of the problem you are reporting. A description of the severity levels is in the following table.

Ingenex does not warrant that our products are defect free; however we do endeavor to fix them to work as designed. You may be surprised to learn you play a key role in this effort. Our remote software support is available to provide you assistance and guidance; however we assume that you will provide information about your system and the failing component, information that is key to resolving the problem.

This information includes capturing documentation at the time of a failure, applying a trap or trace code to your system, possibly formatting the output from the trap or trace, and sending documentation or trace information, in hardcopy or soft copy, to the remote support center.

You are also responsible for obtaining fixes, by downloading or by receiving ones that have been shipped to you on media, applying the fixes to your systems and testing the fixes to ensure they meet your needs. Occasionally, removal of installed fixes may be necessary in the process of isolating problems. And sometimes fixing a problem will mean the installation of a later release of the software as some fixes cannot be retrofitted into earlier code.

You need to be aware of your responsibilities when working with an Ingenex support center. If you do not have the required skill or are unwilling to do the work, you can engage a services provider such as Ingenex or a business partner to assist you, for an additional fee. If you are involved in a services engagement in which Ingenex or a Business Partner is designing and implementing an application for you, you should insist the statement of work be very clear as to whose responsibility it is to work suspected code defect issues with Ingenex, to ensure proper entitlement for remote support

Support Documents:

Before Contacting Technical Support
In order to understand and resolve your software support service request in the most expedient way possible it is important that you take the following steps before you contact a software support center. You will need to gather information about the problem and have it on hand when discussing the situation with the software specialist. The following steps are an example of what is required:

Define the Problem:
Being able to articulate the problem and symptoms before contacting software support will expedite the problem solving process. It is very important that you are as specific as possible in explaining a problem or question to our software specialists. Our specialists want to be sure that they provide you with exactly the right solution so, the better they understand your specific problem scenario, the better they are able to resolve it.

Gather Background Information:
To effectively and efficiently solve a problem, the software specialist needs to have all of the relevant information about the problem. Being able to answer the following questions will help us in our efforts in resolving your software problem:

Gather Relevant Diagnostic Information (if possible):
It is often necessary that our software support specialists analyze specific diagnostic information, such as storage dumps, traces, etc., in order to resolve your problem.

Gathering this information is often the most critical step in resolving your problem. Product-specific diagnostic documentation can be very helpful in identifying what information is typically required to resolve problems. If you are unsure about what documentation is required, you can always contact software support for assistance in gathering the needed diagnostic information. Please have the following information available:

Note: if you fail to specify a severity code, a default of 4 is assigned.

Enhancement Requests
Issues are owned jointly by Ingenex product management and development. Ingenex wants to ensure our products are doing what you need them to do and we actively solicit your suggestions for improvement and enhancement.

Be sure to include the following information in your suggestion:

This information should be placed in an email (or attachment) and sent to the email below. We'll direct the request to the appropriate Product Manager and provide a Request for Enhancement (RFE) number for tracking.

support@ingenex.us

Withdrawn From Support

Ingenex Corporation's "Drop Support" Policy:
Ingenex's policy is to support the current Release and/or Version of its Products (GA), and the immediately preceding Release and/or Version of such Products (GA-1). Ingenex will provide a minimum six (6) months notice to customers prior to dropping the Support for any preceding Release and/or Version.

3rd party Vendor Software Support Policy:
When a third party vendor no longer supports a specific release or version of its software product for its general customer base, Ingenex’s support of its Product, with respect to such third party vendor software release or version, shall also be terminated.

What does "functionally stabilized" mean?
The product or version is still available for purchase (i.e., it hasn't been withdrawn from marketing), but Ingenex Corporation has no plans to add any new functions and features.

What does "withdrawn from marketing" mean?
The product or product version is no longer available for purchase, but support is still available.

What does "withdrawn from support" mean?
Until that date, support calls will be accepted by Ingenex Support, problems will be recorded and, where possible, fixes will be created for new problems identified. After that date, telephone support will not be available; however, self-service will be available through Ingenex Support. Customers can also upgrade to the newer version of the product or may contract with Ingenex to fix the problem on a fee-for-service contract.

If you have questions or concerns, please contact Ingenex Support at 1.866.464.3639