Support
ExtendTimeTM comprehensive technical support covers a variety of issues and is designed to keep you up and running 24x7. Support is provided during normal business hours to all licensed and hosted customers for all products and services sold to our customers. Maintenance contracts for software and hardware are provided on annual contract basis.
Customers can call in for support or send an email to Support to obtain assistance. Alternatively, customers can visit our support portal at support.trident.net to open a trouble ticket. Support coverage for each product or service is detailed in the specific support agreement for that product or service. In general the following issues are addressed:
Included Support
- Installation issues
- Requirement issues
- Documentation questions
- Database connection issues
- Bug reporting and confirmation
- Service Packs and Hot fixes for bugs, if available
Not Included Support
- Writing custom code extensions
- Customization examples not already written
- Migrating to new major versions of ExtendTimeTM
- Migrating code customizations to new versions of ExtendTimeTM
- Software issues not related to ExtendTimeTM
- Hardware issues not related to ExtendTimeTM