Support Overview

Welcome to the Technical Support Center.

Support Quick Links Search Support Knowledge Articles Submit a Request (eSubmission) Product Updates (Service Packs & Hot Fixes) Product Documentation Frequently Viewed Articles (FAQ)

Numara™ Software Technical Support is available to assist you with resolving issues resulting from the normal use of Numara Software’s products on supported platforms.

As a new Numara™ Software customer you are entitled 30-days Installation Assistance to answer questions you encounter when installing Numara Software products into a supported environment. You have access to the following services during the initial 30-days from product purchase:

• 30-days of Electronic submission (eSubmission)
  for questions and issues.
• 30-day access to the Online Support Center with
  access to product knowledge articles, support user
  forums, recent searches, recent articles reviewed,
  open/closed defects and enhancement requests.
• 30-days of Telephone Support between 9am and
  5pm Eastern, Monday thru Friday.

Maintenance and Support Plans

Numara™ Software highly recommends that you purchase a maintenance and support plan with the purchase of your product. We offer two levels of paid maintenance and support to meet your specific needs. Available Maintenance and Support Plans are summarized below.

Essential Care provides:

• Unlimited access to the Online Support Center
  with access to
  • Product knowledge articles
  • Recent searches and articles reviewed
  • Open and closed defects
  • Enhancement requests
• Electronic submission (eSubmissions) of issues
  and questions
• Access to current shipping version Product Updates
  (service packs and hot fixes)
• Access to Product Upgrades (new releases) at significantly reduced prices.
• Telephone Support between 9 am and 7 pm Eastern, Monday thru Friday 90-days from product purchase¹
• Escalated issue follow-up goal of 2-business days¹
• Discounts on classroom and online training

Essential Care is available for Numara™ Track-It!® Standard and Professional Edition, Numara™ Deploy, Numara™ Patch Manager and Numara™ Network Monitor all Editions.

Premium Care provides:

• All of the features of Essential Care
• Toll-free Telephone Support with extended hours between 8 am and 8 pm Eastern, Monday thru Friday from within the U.S and Canada¹
• Upgrade Protection. You have access to all Product Releases for your Software title (same edition) at no added cost
• Severity 1 issue escalation to an available senior technician²
• Escalated issue follow-up goal of 1 day or less¹

Premium Care is available for Numara™ Track-It!® all Editions, Numara™ Deploy, Numara™ Patch Manager and Numara™ Network Monitor all Editions.

Next Step

For more information including pricing or to purchase a support plan, contact your technical sales representative at: 800-557-6970 or fill out the contact form at:

http://www.numarasoftware.com/contact.asp

Terms and Conditions of support, support features and support availability are subject to change.

¹ Excludes occasional downtime due to system and server maintenance, company events, observed U.S. holidays, and events beyond our control.
² Receive a callback within 2 hours if a senior technician is not available.