2. GLOBAL SUPPORT SERVICES FAQ
Frequently Asked Questions Covered
What is Technical Support?
What types of Technical Support are offered?
How do I reach Technical Support? What information should I have ready when I contact Technical
Support?
How does FrontRange Solutions Support Services prioritize & respond to incidents?
I’ve logged an incident with Technical Support - what happens now?
Our incident needs additional attention, who do I contact?
Our incident has been logged with “development”, what does this mean?
Can I make product enhancement suggestions?
How do I know when a new product release or patch is available?
What is the difference between a version and a patch release?
How do I get the latest product release or patch?
How do I know if I should apply a release or patch?
How do I know if my request should be handled by Support Services or Professional Services
(Consulting)?
I am experiencing a data loss or corruption; will Technical Support assist me with that?
What happens if my Maintenance and Support Agreement has expired and I need Support?
How do I get a copy of FrontRange Solutions’ standard Maintenance and Support Agreement?
FrontRange Solutions Global Support Services FAQ – August 2010 Page 2 of 13
3. GLOBAL SUPPORT SERVICES FAQ
What is Technical Support?
As long as your Maintenance and Support contract is current, you are entitled to support, which consists
of Telephone Support at FrontRange Solutions’ published number(s) and/or Self Service Support for the
Licensed Software. Both Telephone and Self Service Support are described in detail below.
Note: FrontRange Solutions will address support questions and issues submitted to FrontRange Solutions
from your internal help desk support staff only. FrontRange Solutions is not able to address issues
logged by individual product users who are not members of the help desk support staff. FrontRange
Solutions will attempt to answer specific questions; however support is offered to you on a good faith,
diligent effort basis only, and FrontRange Solutions may not be able to resolve every request for support.
Below is an example of the types of issues support can assist with:
• Error message troubleshooting; assist with identifying the source of errors occurring during
normal use of FrontRange Solutions products
• Logging product issues with the FrontRange Solutions development team
• Logging product enhancement requests with the FrontRange Solutions development team
• Set up of database connections required by FrontRange Solutions products; native and ODBC
• Configuration questions that utilize GUI interfaces in FrontRange Solutions products
FrontRange Solutions Global Support Services FAQ – August 2010 Page 3 of 13
4. GLOBAL SUPPORT SERVICES FAQ
What types of Technical Support are offered?
Telephone and Self Service
Telephone Support: This support option provides phone based support for the current and the
immediately preceding release of the Licensed Software. Telephone support provides for the most
immediate and accurate triage of support issues and is the most efficient method to resolve urgent
issues.
For a complete list of contact phone numbers please visit the FrontRange Solutions Support Site:
http://www.frontrange.com/contact/support.aspx
After Hours Telephone Support is available for down systems; a down system is defined as a system
where the Licensed Software is inaccessible to all authorized users. After Hours Telephone Support for
down systems is available via pager with a 30 minute response time; other incidents will require payment
of additional fees. Please use your regular support number to gain access to this service after our
published hours.
Self Service Support (For low priority issues): This support option provides 24x7 online access to
incident submission, email based support, knowledge base, technical documents, product manuals,
drivers, downloads and Customer Support Forums.
Response time for incidents submitted via Self Service is generally 48 business hours, excluding
weekends and holidays. Self Service should only be used to submit non-critical incidents. If a critical
incident is logged via Self Service or submitted through email, we strongly advise that you follow up by
phone to ensure that proper priority and triage of the issue is completed in a timely manner. Important
Note! If your incident is critical or time sensitive please contact Support by telephone, even if you have
submitted the issue through Self Service or email.
How do I reach Technical Support?
By Telephone:
FrontRange Solutions currently operates six Global Support Centers. For customer convenience, calls
are covered by all support centers to provide the highest level of availability and product expertise
regardless of the originating region. Regional contact information can be found the FrontRange Solutions
Support Site: http://www.frontrange.com/contact/support.aspx
Via Self Service:
FrontRange Solutions’ Self Service Portal is located at: http://www.frontrange.com/Support/Login.aspx
Your login will be your email address and the default password is 1psswrd8. If you have problems with
your login please email customer.support@frontrange.com; include your maintenance contract number
(HDA) and full company name.
FrontRange Solutions Global Support Services FAQ – August 2010 Page 4 of 13
5. GLOBAL SUPPORT SERVICES FAQ
You may reach Technical Support via email at customer.support@frontrange.com if you need to send
screen shots or documents.
What information should I have ready when I contact Technical Support?
When contacting Technical Support you will need:
• Your Maintenance contract number (HDA) and your organization name
• The FrontRange Solutions product name, version and build being used (i.e. ITSM 5.07 Build 235)
• Operating System(s) and versions being used including service packs
• Database type and versions being used including service packs
• Any third party software and versions being used in conjunction with FrontRange Solutions
products; this could include network software, third party add-on technology, etc.
• A clear, concise description of the issue being experienced
• Details of any action taken and the response received
• Steps to reproduce the issue
• If submitted electronically please include the contact name and the telephone number where the
contact can be reached and a best time to contact
• The priority of your issue (see priority definitions below)
FrontRange Solutions Global Support Services FAQ – August 2010 Page 5 of 13
6. GLOBAL SUPPORT SERVICES FAQ
How does FrontRange Solutions Support Services prioritize & respond to incidents?
Incidents are assigned a priority level and handled as follows:
Impact/Urgency (Priority):
(1) Severe Production system unavailable to all users; critical business function not operating and
incident must be resolved immediately
(2) High No workarounds; critical functions affected; in a critical period
(3) Medium Some workarounds; only some users affected
(4) Low Users can access the software and it continues performing business critical functions
Customer Support Service Level Expectations (SLE)
The below matrix indicates the initial response target when an incident is submitted to our Help Desk.
The initial response is defined as any of the following:
• Providing a suggestion/solution to the Customer to assist in resolving the incident
• Requesting additional information that is required before troubleshooting can commence
• Advising the Customer that the incident is being escalated to development
PRIORITY 1 2 3 4
RESPONSE 2 hrs 4 hrs 16 hrs 48 hrs
TARGET
Important: The initial response is computed based on the time when the incident is entered into our
system and not when an email is sent to us. All references are to Business Hours. Please note the most
effective and efficient way to communicate P1 & P2 issues is via telephone. All incidents logged via Self
Service (including email) are automatically assigned a priority of 4.
FrontRange Solutions Global Support Services FAQ – August 2010 Page 6 of 13
7. GLOBAL SUPPORT SERVICES FAQ
I’ve logged an incident with Technical Support - what happens now?
If you contacted FrontRange Solutions by Phone:
The Support Analyst will troubleshoot the incident with your technical contact and provide them with the
incident number for future reference.
In the event the Support Analyst is not able to resolve the incident during the first phone call, he or she
may request additional information (e.g. system files) and time for testing. Follow up expectations will be
set with the technical contact for an agreed upon response time by the support analyst.
If you contacted FrontRange Solutions via Self Service or Email: (response time is up to 48
business hours; non-critical issues only):
An incident number will be automatically generated via the Self Service system.
A Support Analyst will be assigned to the incident and will review the information to determine next steps
which will either entail a phone call or email back to your contact regarding status.
Our incident needs additional attention - who do I contact?
Resolution times vary based on the complexity of the incident. If your incident needs additional attention,
you are encouraged to follow the escalation path below to ensure your incident is getting the appropriate
focus and attention.
Please let the Support Analyst know that you would like to raise the priority of the incident or have the
incident reviewed by a Senior Analyst.
The escalation path is: Technical Analyst -> Senior Analyst -> Technical Lead -> Service Delivery
Manager -> Director -> VP -> Client Relations Manager; please visit our support site and access our
Escalation procedure document for further information.
The contact information for the Technical Support Leadership Team was included in your welcome letter
and can also be located at the end of this document. Please feel free to contact any member of this team
with concerns.
Our incident has been logged with “development” - what does this mean?
This means that the Support team has preliminarily determined that the issue is related to the software
itself, and it needs to be reviewed by the FrontRange Solutions Development team. At this stage it will be
assigned a Release Management reference number, in addition to the incident number, for your
reference.
FrontRange Solutions Global Support Services FAQ – August 2010 Page 7 of 13
8. GLOBAL SUPPORT SERVICES FAQ
Can I make product enhancement suggestions?
We encourage and welcome customer input on how FrontRange Solutions products can
be improved upon. You are welcome to submit product enhancement suggestions as
well as report any product issues you encounter through the normal use of our products. Once logged in
to our support site, use the Self Service portal to log an incident and make your suggestion(s).
How do I know when a new product release or patch is available?
Product release notifications are sent out via email to all active contacts on your account.
Unfortunately, today’s spam filters sometimes block these important messages. Please insure that
FrontRange emails are not filtered out.
Patch release notifications are sent out via email as well to the active contact(s) on the incident related to
the issue which was resolved by the patch.
What is the difference between a product version, release and build?
A version is a major release of the product signified by the first digit in the number (e.g. 9). A version will
contain new features and updates.
A release is usually a maintenance version of a major version, containing bug fixes, occasionally, minor
features and updates; indicated by the digits immediately to the right of the point and first number. (e.g.
9.1 - Major Version 9 maintenance release 1)
A build denotes the specific id of that release and is usually required (when specified by the product) for
Support & Development purposes.
How do I get the latest product release or patch?
Product releases are posted on our Support Site for download. Once logged in you can
locate available product downloads under the Drivers and Downloads Section.
http://www.frontrange.com/Support/Login.aspx
GoldMine customers may access product releases via the NetUpdate process within the software; under
Help>>Update GoldMine
How do I know if I should apply a release or patch?
Before applying a new release or patch please make sure to read the release notes as there are different
upgrade paths and criteria for each release. Patches are released to fix specific product issues. Please
do not load a patch unless you have been so directed by a FrontRange Solutions Support Analyst or you
have an issue that has been resolved in the particular patch. If you are not sure, please contact Support
Services and an analyst will review the situation with you.
FrontRange Solutions Global Support Services FAQ – August 2010 Page 8 of 13
9. GLOBAL SUPPORT SERVICES FAQ
How do I know if my request should be handled by Support Services or Professional
Services (Consulting)?
Support will work diligently to address your issues and answer your questions. However, there may be
times Support Services is unable to address a request, or a request may fall outside the scope of Support
Services, in which case the Support Analyst will refer you to our Professional Services Organization or to
a Certified Solutions Partner for assistance. http://www.frontrange.com/Services/
For example, the situations listed below are not within the scope of your Maintenance and Support
agreement and may require the additional engagement of Professional Services consultants or a Certified
Solutions Partner.
• Supporting database products, including set-up, alteration and configuration of database
products, database connectivity or database software specific errors
• Resolving network, workstation or environmental errors not directly related to the Licensed
Software
• Supporting any Licensed Software on or with any software or hardware that is not specifically
identified as interoperable with the specific version of the Licensed Software (and specifically
excludes any “Beta” or non-certified versions of such products/systems)
• Supporting any Licensed Software customizations (changes to the Licensed Software made
outside of the product’s administration interface) Supporting any Licensed Software being used in
a manner for which it was not designed
Below is a list of commonly requested services that are also outside the scope of the Maintenance and
Support agreement.
• ODBC drivers for any database type or version
• ODBC-specific errors not related to our products
• Product Training
• Data importation or manipulation other than through the use of the tools and utilities included with
our products
• Setup, configuration or troubleshooting of third-party products
• Recommendations on third party products/vendors for use with any FrontRange Solutions
product
• Installation and configuration of Internet Information Services
• Environments and configurations not approved per the Compatibility Matrix for your product (a
Compatibility Matrix for each product can be found on our support site under the Support
Documentation for the product)
FrontRange Solutions Global Support Services FAQ – August 2010 Page 9 of 13
10. GLOBAL SUPPORT SERVICES FAQ
I am experiencing a data loss or corruption; will Technical Support assist me with
that?
It is your responsibility to have a disaster recovery plan in place and to implement regular and adequate
back-ups of your data. FrontRange Solutions Technical Support will not assist with any data loss or
corruption issues.
What happens if my Maintenance and Support Agreement has terminated and I need
Support?
FrontRange Solutions values its customers and wants to ensure they get optimum
performance out of their product investment.
If the Maintenance and Support Agreement has terminated and Support is needed, reinstatement of the
agreement is needed to obtain support. To reinstate, maintenance and support fees must be paid for the
lapsed period and a ‘reinstatement fee’ equal to 10% of the maintenance and support fees for the lapsed
period. It is also a requirement to pay the applicable fees for the new Maintenance and Support term.
Please contact the Maintenance and Support team for more information on reinstatement by emailing
maintenance@frontrange.com or contacting your local office. A listing of regional contact numbers is
located here for your reference http://www.frontrange.com/contact/support.aspx
How do I get a copy of FrontRange Solutions’ standard Maintenance and Support
Agreement?
You can find our standard End User Maintenance & Support Agreement on the last page of this
document. This agreement may vary by physical location. If you would like to request a copy of your
specific agreement, please contact the Maintenance Renewal team at the address or phone numbers
listed at the following link. http://www.frontrange.com/contact/support.aspx
FrontRange Solutions Global Support Services FAQ – August 2010 Page 10 of 13
11. GLOBAL SUPPORT SERVICES FAQ
FrontRange Solutions Global Support Services Welcome Letter & Contact
Information
Welcome to FrontRange Solutions Global Support Services!
As Vice President of Global Support Services, I would like to personally thank
you for choosing to utilize our family of software products for your organization.
FrontRange Solutions is proud of our award-winning products, and we want you
to be very satisfied with your purchase.
We view you as our valued customer, and even more, as a partner who can
provide critical feedback to help us continually
develop and deliver world-class quality products, enhancements, services and
support.
Historically we find that customers who utilize our professional services, such as Consulting and Training
are more successful with their product implementations. I’ve included links in this letter to general
information & FAQ’s to assist you with navigation on our website.
Our Support Services team handles inquiries regarding the software, its features, how it works, trouble-
shooting, and Maintenance and Support Agreement reinstatements.
Our Professional Services team or your solutions partner can assist you in configuring and managing
your business processes in relation to the software you’ve licensed. For more information on FrontRange
Solutions Professional Services please visit
http://www.frontrange.com/Services
Our Educational Services team can help you maximize your software investment while ensuring that all
members of your team are prepared to use and support the products you licensed. For more information
on FrontRange Solutions Education Services please visit http://frontrange.learn.com
Finally, I would like to provide my contact information should you have any questions, concerns, or
suggestions on the FrontRange Solutions products you have licensed. As Vice President of FrontRange
Solutions Global Support Services my focus is on your success. Please feel welcome to contact me via
e-mail at bill.auvil@frontrange.com
or by calling 719.532.7355.
Thank you for choosing our family of products. The FrontRange Solutions Services Team and I look
forward to serving you for years to come.
Sincerely,
W.T. “Bill” Auvil, Jr.
Vice President of Customer Services
FrontRange Solutions Global Support Services FAQ – August 2010 Page 11 of 13
12. GLOBAL SUPPORT SERVICES FAQ
Important Support Services Contact Information
Name Title Email Phone
W.T. Bill Auvil VP Global Support Services bill.auvil@frontrange.com 719-532-7355
Leslie Leaf Director of Global Operations leslie.leaf@frontrange.com 719-532-7317
Sr. Service Delivery Manager
Barbie Taylor GoldMine barbie.taylor@frontrange.com 719-532-7369
Service Delivery Manager
Eric Ammermann HEAT, IPCM eric.ammermann@frontrange.com 719-268-4340
Service Delivery Manager
Hipólito (Polo) Luis ITSM, GMEE hipolito.luis@frontrange.com 719.278.7175
Sr. Service Delivery Manager
John M. Harriman ITAM (Centennial, Enteo ) john.harriman@frontrange.com +44.163.551.6801
Maintenance Renewal
Ulla Wondra EMEA/APAC ulla.wondra@frontrange.com +49 (711)340190.5022
Maintenance Renewal
Elimaris González Americas elimaris.gonzalez@frontrange.com 719-278-7253
Client Relations Managers
Client Relations World Wide clientrelations@frontrange.com
FrontRange Solutions Global Support Services FAQ – August 2010 Page 12 of 13
13. FRONTRANGE MAINTENANCE AND SUPPORT (M&S) TERMS & CONDITIONS (March 09)
The following Terms and Conditions (“Agreement”) govern the M&S M&S fees paid to FrontRange. Any such refund shall be Your exclusive
services offered by FrontRange and ordered and paid for by you (“You” remedy, and FrontRange’s sole liability, for FrontRange’s breach of this
or “Customer”): Agreement.
1. Maintenance. Maintenance consists of updates, upgrades, bug fixes 4. Fees. You will be invoiced prior to any initial or renewal Term and
and new releases or versions of validly Licensed Software at such time You agree to make payments to FrontRange no later than thirty (30) days
as FrontRange makes them available generally to all of its customers. from invoice. FrontRange’s obligations hereunder are subject to Your
Maintenance may, but does not necessarily include updates, upgrades, timely payment, and if FrontRange does not receive timely payment for
bug fixes and new releases or versions of any third-party software products or services provided by FrontRange to You, FrontRange may
included in the Licensed Software. All Maintenance deliveries are subject immediately terminate or suspend this Agreement. Unless FrontRange
to the applicable End User License Agreement (“EULA”) for the Licensed otherwise instructs, You will directly pay FrontRange for M&S renewals. If
Software. Your M&S terminates, and You later reinstate M&S services, You will be
2. Support. charged a reinstatement fee. You are responsible for any and all federal,
(a) Support entitles You to telephone assistance at FrontRange’s state, dominion, provincial or local sales, use, personal property, excise,
published number, and/or assistance via E-mail or other automated or other taxes, fees or duties related to this Agreement (other than taxes
processes, with the Licensed Software. Support is currently available on based on FrontRange’s net income).
business days Monday through Friday during normal business hours. 5. Warranty. FrontRange warrants that the M&S services provided to
After-hours support will be charged at FrontRange’s then current rates Customer under this Agreement shall be performed with due care, and in
and costs. FrontRange strives to respond to telephone inquiries within 4 a professional and workmanlike manner. FrontRange does not otherwise
business hours and all other inquiries within 2 business days. Support warrant the accuracy or completeness of any services provided pursuant
requests may be handled by any of FrontRange’s offices or employees to this Agreement. FRONTRANGE DISCLAIMS ANY AND ALL OTHER
worldwide. WARRANTIES, EXPRESS, IMPLIED OR OTHERWISE IN
(b) Support will be provided only for those questions and issues CONNECTION WITH THE SUBJECT OF THIS AGREEMENT.
forwarded to FrontRange from Customer’s internal help desk support 6. Limitation of Liability. IN NO EVENT, UNDER ANY THEORY OF
staff, not each individual licensed user. FrontRange will attempt to LAW SHALL EITHER PARTY BE LIABLE TO THE OTHER FOR ANY
answer Your specific questions; however Support is offered to You on a INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES
good faith, diligent effort basis only, and FrontRange may not be able to OR LOST PROFITS ARISING OUT OF OR RELATED TO THIS
resolve every request for Support. Support is provided for ongoing use of AGREEMENT, EVEN IF A PARTY IS ADVISED OF THE POSSIBILITY
the Licensed Software; it is not intended to be a substitute for training or THEREOF. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE
professional services necessary for the implementation or system LAW FRONTRANGE’S LIABILITY UNDER THIS AGREEMENT SHALL
redesign of the Licensed Software, which are outside the scope of this NOT EXCEED THE PREPAID AND UNUSED PORTION OF YOUR M&S
Agreement. All such and other services, including without limitation on- FEES PAID TO FRONTRANGE. FRONTRANGE SPECIFICALLY
site assistance, custom programming, database and network DISCLAIMS ALL RESPONSIBILITY FOR ANY SERVICES PROVIDED
administration, and custom designed reports and forms, may be provided BY ANY PARTNER OR ANY OTHER THIRD PARTY.
pursuant to a separate agreement by FrontRange or Your authorized 7. Severability. If any provision of this Agreement is unenforceable or
FrontRange Partner. invalid, such provision(s) shall be amended to achieve as nearly as
(c) Support is available for the current and immediately preceding possible the same economic effect as the original provision(s) and the
version of the Licensed Software, and for any version released within remainder of the Agreement shall remain in full force and effect.
eighteen (18) months of the date of the Support request, provided that 8. Miscellaneous. This Agreement constitutes the entire agreement
Customer and FrontRange are parties to a current M&S agreement. between You and FrontRange relating to M&S services (and any
Support for third party software products bundled with FrontRange subsequent orders of M&S services for additional License Limits or new
Licensed Software is available according to their manufacturer’s support FrontRange products which will increase Your M&S fees), and any
policies. additions to, or modifications of, this Agreement will be binding upon the
(d) Unless otherwise stated, Support does not include any of the parties only if in a writing duly executed by You and an authorized officer
following: (i) supporting database products, including without limits, set- of FrontRange. THE TERMS AND CONDITIONS OF ANY CUSTOMER
up and alteration and/or configuration of database products, and PURCHASE ORDER ARE ONLY BINDING ON FRONTRANGE IF THEY
database or database connectivity software specific errors; (ii) resolving ARE AGREED TO IN WRITING BY AN AUTHORIZED FRONTRANGE
network, workstation or environmental errors not directly related to the OFFICER AND IN A DOCUMENT OTHER THAN THE PURCHASE
Licensed Software; (iii) supporting any Licensed Software working on or ORDER FORM. Unless otherwise agreed to by FrontRange You will not
with any version of any database, operating system or similar hardware be able to purchase additional licenses of the Licensed Software if You
or software product or system that is not specifically identified as are not current on M&S. You may renew M&S on one group of dependent
interoperable with the specific version of the Licensed Software (and FrontRange product(s) without renewing M&S on another group of
specifically excludes any “Beta” or non-certified versions of such FrontRange products(s) that are determined to be distinct and separate
products/systems); (iv) supporting any Licensed Software customizations from the first group, provided that the determination whether products(s)
(changes to the Licensed Software made outside of the product’s are distinct and separate is at FrontRange’s sole discretion. You may
administration interface); (v) supporting any Licensed Software being assign this Agreement only in connection with a proper and valid
used in a manner for which it was not designed. assignment of the corresponding EULA to the extent permitted
(e) It is Your responsibility to make and maintain adequate back-ups. In thereunder, provided that You give written notice of such assignment to
no event will FrontRange be responsible for lost data. FrontRange. FrontRange may freely assign this Agreement to a
purchaser of that portion of FrontRange’s business to which this
3. Term/Termination. Agreement relates, to the surviving corporation in the event of a merger,
(a) M&S services are offered on an annual basis (each, a “Term”), and and to any affiliate or third-party whom FrontRange authorizes to provide
will automatically renew at the end of each Term unless either party M&S for the Licensed Software of the nature contemplated hereby. If You
provides the other party with a written notice of its intent not to renew at ordered or are provided the M&S services through a Reseller, You agree
least thirty (30) days before the end of the then-applicable Term. If You that (i) this Agreement constitutes the entire agreement between You and
elect not to renew, M&S may later be reinstated through payment of the FrontRange regarding the M&S services (and the terms and conditions of
fees described under “Fees.” any purchase order or any other agreement between You and the
(b) This Agreement will automatically terminate as to each Licensed Reseller are not binding on FrontRange); and (ii) the Reseller is not
Software upon termination of the EULA corresponding to such Licensed FrontRange’s agent and is not authorized to alter, amend or modify the
Software. You may also terminate this Agreement for convenience at any terms of this Agreement. The waiver or failure of either party to exercise
time but You will not be entitled to a refund of any paid Fees in such in any respect any right provided for in this Agreement will not be deemed
event. a waiver of any further or future right under this Agreement.
(c) If a FrontRange breach remains uncured more than one month after
FrontRange receives written notice from You of such breach, You may
terminate this Agreement for breach and receive a pro-rata refund of the
