We offer first class support to our valued customers

Infobjects is committed to providing our valued customers with consistent top level support. Like the quality of our product, the quality of our customer support at Infobjects is a measured indicator of success. Pick up the phone, and you'll get straight to a technical support specialist who can answer questions and provide expert guidance. Our support representatives are always willing to stay on the phone until a problem is solved.

Technical support for Infobjects products is available to customers with maintenance contracts via phone, fax and email.

Our Technical Support Hotline is available from Monday to Friday from 9:00 to 18:00 Standard European Time. You can reach us at the following phone number: +33 497 214 300 or e-mail us at support@infobjects.com.

Our site provides access to the Support Database, FAQ's, online documentation, downloadable patches and a problem submission page. You are guaranteed a timely and thorough response to all your questions about Infobjects software.

The Support Database gathers all existing open and closed technical issues, including blocking and non-blocking bugs, enhancements and general support information. This includes undocumented features or common problems and how to solve them. You can use the Support Database to submit enhancement requests and to report bugs.

When you contact our Hotline, we assign a Support Issue Ticket number that remains with the query from creation to closure.

Our Hotline is committed to register and attempt closure of all support issues within one day. However, if an issue cannot be resolved in this timeframe, the Hotline escalates the issue to our Second Level Support. If such a case occurs, a second level support engineer will be assigned to you. He will stay with the issue until it is resolved and will be your sole interface at Infobjects, even if the issue has to be further escalated to Development. Having a single interface with our support team will ensure that you do not have to explain your problem again and again to several different people.

Before you call or e-mail

Please, check our on-line Support Database. If the problem is a known problem, you should find the solution and be able to solve your issue quickly. Please check that the problem is not confined to one system, if it is, then the problem is probably with that specific machine. But if you can't resolve the issue by yourself, then call us.

Please verify that the problem is not related to changes you recently made to your systems.

Please give the following information when calling or include it in your email:

• The Symptoms
  

  Be as precise as possible when describing the problem or when stating the objective of the task you want to perform. If you are reporting a malfunction try to state the steps needed to reproduce it.

• The Environment
  

  We need to know: the exact version numbers of the operating systems (including patch levels) you are using, the Infobjects software version, the databases you are accessing and the development language you are using for your applications.

• Email
  

  If you have log files, configuration files, debug output, software packages or any other material in electronic format that might be useful in resolving the problem; then please attach them to your email (Plain attachment in MIME format or PKZIP or TAR formats are good).