Customer Support Information

EnterConnect offers single type of Support services for both development and production licenses. EnterConnect requires customers to purchase the first year of EnterConnect Support Service to ensure customers obtain the true value of EnterConnect.

EnterConnect offers an extensive case management functionality that provides an easy way to submit cases and access the latest developments on submitted cases. The case information is documented and readily accessible, so it can be instantly reviewed by your technical team. In addition, support personnel will direct contact the designated client contact via e-mail or phone as appropriate for the situation.

Since EnterConnect is deployed on Oracle platform, Oracle's support organization also plays an important role in supporting customers in resolving platform related technical issues.

The detail of the EnterConnect support policy is included in the EnterConnect Software License agreement, Section C - Support Services. Please refer to that section for details.

EnterConnect communicates the latest updates, fixes, and releases on EnterConnect products via e-mail and newsgroups, so you are aware of bugs or events that were not specifically reported by your team.

EnterConnect Support

There are multiple ways to access EnterConnect Support Services.

• EnterConnect Support Center access via 800 phone
• EnterConnect Support Center access via email: support@EnterConnect.com

If emailing your support question, please include the following information:

1. Contact Name
2. Main Phone Number
3. Email contact
4. Product Name
5. Product Version
6. Topic Area
7. Sub topic (optional)
8. Problem description
9. Related log files / screen shots (optional)