Support & Maintenance

• Our Support site had been designed to give the best value to those who had sign up for our Support and Maintenance Agreement (S&M) and are able to log on with their username and password.

S&M Customers
For a S&M user, you will enjoy the following benefits:

• Access a much larger proportion of our Knowledge Library.
• Log a support call online.
• Review, update or sign-off any existing calls logged with our Support without having to call in.

How to log in for Help?
Click on Login and type in your username and password.

How to make the most of the our Support Web site?
 
To solve your queries more quickly, we suggest you to start your query online in our FAQs section instead of calling us. Our Knowledge Bank will help you to find relevant information on our Web site that answers your query. Alternatively you can interact with our Support Staff in our Helpdesk Centre by logging your query online. This way we know who you are from your customer ID, and we can update your query and can respond to you by name.

A guide to each area of the Web site follows.
 
Latest News & Technical Isues / Articles
The most recent news on the product or any recently written technical articles are displayed on the Support home page. For a greater selection simply click on ‘More News…’ or ‘More Articles’.

• Email Bulletin Service
  Once subscribed, you will be kept up to date with the latest news, Software Updates and changes to our products and services, direct to your email.
• Support Portals
  The portal pages display the latest news, articles and downloads specific to our systems. Check the portals for information focused on your needs including the latest Knowledge Bank technical and news articles.
• RSS Feeds
  RSS is an easy way for you to keep updated automatically on Web sites you like. Instead of having to go to Web sites to see if we’ve written a new article or documented a new feature, you can use RSS to get them to tell you every time they have something new. Our Support Site now offers RSS feeds (or channels) on most of its portals.
• UserTalk
  The user community area for you to discuss our products and services. The Communities enable you to engage with your peers – people who share your interests, problems and challenges. You’ll also find our support staff, technical engineers and product managers sharing advice and information here.
   

My Support

Gain access to these areas of information:

• My Profiles – Summarise your own skills/experience and complete an online record of your establishment’s IT infrastructure.
• My Contracts & Warranties – Find contracts and warranties related to your hardware.
• My Email Subscriptions – Manage the subscriptions you receive.
• My Equipment – View a summary of the equipment we currently have registered to you.

Support Information

• Frequently asked Questions (FAQs) about Support Online.
• Events – View details and book your place on a training course, event or Technical seminar online.
• Service Offerings – summarises your entitlement and sets out how we work in partnership with you. 

Knowledge Bank
You can browse through archives of related articles, as well as search the Knowledge Bank. This is to ensure you find what you are looking for even if you do not know what to search on.