Frequently Asked Questions
The services of Speedware's Technical Support Center are available to all customers who hold a Speedware Support Agreement. You should designate one or two of your technical personnel as Speedware contacts. These persons will be registered as authorized callers in our support database under your company's customer number.
Here's what a support agreement offers to authorized callers:
- Technical support via telephone, with toll-free numbers where available.
- Access to the Support Web site (SWS), including the Download Center and the KnowledgeBase.
- Our newsletter, the Speedware Professional
- Online activity reports (available on the SWS) summarizing your communications with us.
- The latest updated manuals in online format.
- Software updates as they are released.
Note: Please refer to the following question about the various technical support packages available.
Yes. Speedware offers Basic, Premium and Platinum technical support packages.
For more information
If you bought your Speedware products from an independent distributor, consultant or reseller, please call that office for information about their support services.
Speedware's Technical Support representatives are on hand from 9 to 5 your time, Monday through Friday. No matter where you are, you can reach us during your normal business hours.
Choose the contact method that suits you best:
- Visit our Web site at www.speedware.com/sws and place your call online
- Phone us at the location nearest you:
- In the US or Canada, phone toll-free: 1-800-361-6782
- In the United Kingdom, phone toll-free: 0.800.96.77.14
- All locations, phone: +1 (514) 747-9494
- Reach us by email: support@speedware.com
- Reach us by fax: (514) 747-3380
The Speedware Support Web site, or SWS, is a one-stop Web resource, powered by Speedware Autobahn, for all Speedware users. All supported customers can log onto the SWS at www.speedware.com/sws. You just need your name and your customer number.
The Speedware SWS offers you a wide range of services, including:
- Download Center - your 52/7/24 source for new Speedware software releases, including beta and production software, plus patches and demos.
- Place a Support Call - the SWS will accept your support call at any time, day or night.
- KnowledgeBase - the database of calls and Service Requests (SRs) that records your interactions with the Technical Support Center. Use it to follow the progress of your calls or to search for solutions to problems you may encounter.
- FAQs - fast answers to the most Frequently Asked Questions about every Speedware product.
- Reference Library - all the Speedware manuals plus other documents, Web sites and information sources that help you gain the expertise you need.
- Discussion Groups - where you can share your questions and concerns with other Speedware users. The Discussion Group folders are threaded by discussion topic. Contribute to as many as you like.
- Email Notification - which you can turn on for one or more SWS folders. If you choose this option, the SWS will email you whenever the folder is updated. It's like your personal wire service for the latest information.
- And more - look in the Latest News folder for information on recently-added news and features.
Whenever you place a call with the Technical Support Center, we establish the urgency of your situation and assign your call one of the following priorities:
| Priority |
Description |
|
Our response time |
| 1 |
Urgent |
Production system down |
Immediate to 1 hour |
| 2 |
ASAP |
Business functions affected |
Within 2 hours |
| 3 |
Standard |
Problem or question not affecting business functions |
Within 4 hours |
| 4 |
FYI |
Information submitted |
Within 24 hours |
When you place a support call, the following information will help us help you faster!
About yourself:
- Your company name and location, phone, fax, or email
- The name and version of our product that you are using.
- Any software (with version numbers) that you are running with ours.
About the problem or question:
- Can the problem be re-created?
- If so, what steps did you take? What error messages did you receive?
- What else was happening when the problem occurred?
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