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Solution support

Manycom solution support means advising and - when needed and possible - also hands-on working on customer premises or remotely in order to help the customer in practice with

• delivering,
• installing,
• configuring,
• programming,
• testing,
• using,
• training and
• maintaining

the solution.

See also the text in the consulting services section for making difference between consulting and solution support.

Notice that, Manycom provides and delivers also programming services, when needed, for implementing the Manycom API and EPI interfaces to the customer applications.

Software Maintenance Agreement

The recommended way to acquire support for using and maintaining the solution is to conclude the Software Maintenance Agreements for the Manycom products included in the solution. If the solution contains also other provider’s products, and Manycom cannot provide the maintenance agreement, customer should conclude separate agreements with those providers.

The Software Maintenance Agreement covers:

• hot-line support, consisting of technical and other support needed for using and maintaining the Manycom product,
• program fixes and updates.

Using support covers advising in normal and exception situations. Maintaining means typically advising customer to change or maintain the product configuration, or advising customer to install product update, fix or enhancement.

The price of the agreement is typically yearly 15 % of the price of the installed modules of the product in use. The price is presented in the agreement.

Hot-line support

Hot-line support covers information services delivered

• via telephone conversation,
• by email,
• on Manycom web site,
• by other means.

When needed and possible, the support is provided as hands-on support on customer premises, in which case traveling expenses are charged separately.

Hot-line support:

• Includes moderate, agreed amount of person-hours per year. When support exceeds the agreed person-hours, or the customer has not acquired valid maintenance agreement, technical support will be charged separately.
• If hot-line support is used to solve a problem, finding out the reason for the problem belongs to the scope of the hot-line support.
• If the reason for the problem is not in the Manycom product, and customer wants Manycom to continue with removing the problem, the support is charged separately.
• Subject to Manycom’s judgment and resources, moderate amount of consulting per year is included in the hot-line support.
• Installing, configuring, programming, testing and training services do not belong to the scope of hot-line support, i.e. in the Software Maintenance Agreement. They are charged separately.
• If the customer has not acquired the Software Maintenance Agreement for the product, program fixes and updates are charged along a separate agreement, case-by-case.

Delivery support is free. Part of the support is covered in the Software Maintenance Agreement, and the rest is provided for case-by-case agreed fee, usually based on used person-hours.

Contact: solutionsupport@manycom.fi

How to proceed when you need Manycom support?

If your first-line support provider is Manycom’s business partner, contact directly the partner.

Otherwise, if your first-line support provider is Manycom, contact Manycom as explained below.

Preferred way to contact Manycom is to send a free format email to one of the following address depending on your issue. Do not forget to provide the related information explained below each request category!

Sales support – sales@manycom.fi

Requests for:

• general product information
• products, modules
• optional: issue of interest / environment, solution
• price information or quotation
• product, modules
• your systems processor group available with the command WRKLICINF or from IBM
• offer
• product, modules
• your systems processor group available with the command WRKLICINF or from IBM
• purchasing a product or module
• product, modules

Administration support – admin@manycom.fi

Requests for:

• test license code for 30 days evaluation
• optional: company name, contact person and contact information
• invoice
• company name, contact person, email or mail address for invoicing
• product(s) and module(s) to purchase
• your systems processor group with WRKLICINF
• system serial number with the command WRKSYSVAL QSRLNBR
• software license agreement for undersigning
• email or mail address of the contact person
• software maintenance agreement for undersigning
• email or mail address of the contact person
• purchasing and undersigning the software maintenance agreement is highly recommended
• production license code(s) for production and/or test system(s)
• system serial number with the command WRKSYSVAL QSRLNBR, if not yet sent

Consulting – consulting@manycom.fi

Requests for:

• general or Manycom solution specific consulting
  • contact information

Solution support – solutionsupport@manycom.fi

Requests for technical support or additional information regarding:

• delivery (incl. download)
• installing
• configuring
• programming
• testing
• using (normal and exception situations)
• maintaining (configuration changes, software updates and enhancements, etc)

If you are not sure, which email address to use for contacting, contact info@manycom.fi.

Instead of email, you can also send a fax or call. See the Manycom contact information.

What does the support cost?

Test time

Subject to Manycom’s judgment and resources, moderate amount of solution support provided as hot-line support is free of charge during the test time, which normally lasts up to 30 days.

Production use

During the production use, other solution support than that included in the Software Maintenance Agreement, is charged with case-by-case agreed fee.