Technical Support - MobilChange 4.x

Technical Support

MobilChange Maintenance - what is it?
Support - how to solve a problem?

Valid from 1st November 2001

Maintenance is a set of services including:

Hotline and Problem Solution Support
Free Upgrade

Maintenance is an integral part of the product package. The client cannot purchase the software licence without the maintenance component, which is valid 1 year from date of product purchase.

If you need to extend maintenance, see here.

Hotline and Problem Solution Support
The client can make use of Datasys Support during the Maintenance validity period. Hotline and Problem Solution Support provision are governed by the condition of the hotline service valid in the Datasys technical support centre. The support is provided via facsimile, electronic mail or Web. For addresses and telephones see standard Datasys hotline.
Datasys reserves the right to change hotline conditions at their own discretion (telephone number, facsimile number, electronic address, waiting period).

Problem report and communication channels:

Electronic mail, Web, facsimile

Problem solving:

The reported problem will be dealt with within 24 hours from receipt of the problem message, on working days between 8 a.m. and 5 p.m. CET

Hotline and Problem Solution Support includes:

Technical support of product installation and configuration
Technical support of system administration
Technical support of problem solving
Technical support is only provided for the currently sold product release, including upgrade from the immediately preceding to the current release.

Hotline and Problem Solution Support does NOT include (the list is not limited to the following):

On-the-spot intervention at the client's
Technical support of other than Datasys products
Any training (installation, product administration, user training)
Problem solving via telephone outside working hours, etc.
Technical support of outdated product releases

Free Upgrade
Datasys offers free product upgrade (at the price of the postage for the new package delivery following current price list for postal services) to every new release, Service Packs (SP) and hotfixes introduced to the market in full version during the Maintenance validity period.
It is not possible to install any new Service Pack or fix or any new release after Maintenance expiration - potential installation of those components would be considered violation of valid licence conditions.
Free upgrade is only possible from the immediately preceding release to the current release.

Any problem? Try to find the solution on the Internet!

Knowledge Base
(local copy)

In Knowledge Base you can find descriptions of the most frequently occurring and solved problems, answers to the most common technical questions, and various tips. This information database is constantly updated.

No solution at hand?

Users holding valid "maintenance" licence can use the technical support services for solutions of their problems. When reporting a problem it is necessary to give the product release number and the identification number of the relevant installation. To find out those please launch the umsInfo program.
You can report your problems using either e-mail or the Web form.

Contact details of the Technical Support Department:

e-mail: support@datasys.cz
facsimile: +420 225 308 444