Support on Older Software
Technical Support is generally provided
for the latest two software versions. Support is continued for a minimum of one
year after either the introduction of a new major version for a product
or a notification of the End of Life for a product line. End of life notices for
both versions and product lines are posted on the support web site. Duplication
of product defects will be attempted for the current and just previous software
versions, although defects are generally fixed only on current versions.
For older versions of MNJ Software,
limited technical assistance will be provided, so long as you have a current support
contract for that product, subject to the availability of trained personnel and
resources. Limited assistance consists of helping customers with questions, workarounds
and migration to a supported version of the product. It does not include new bug
fixes or integration of any bug fixes into previous updates. MNJ Software will provide
existing interim versions (i.e.; updates, if any, developed for the product prior
to the end of engineering support) as appropriate. MNJ Software will not purposely maintain
staff, expertise or equipment and reproduction environments on older versions of
products, and therefore, over time, the ability to provide assistance will become
further limited as expertise on these older versions erodes.
Customers wishing to purchase an EOL product
version, or additional copies of an EOL product version, must sign an EOL addendum
acknowledging the limited technical assistance to be provided.
Support for product lines or platforms
that have reached their EOL is not available past the one-year end-of-support date
set when the EOL is announced (e.g. Data Workbench, PowerBuilder Web Deployment
Kit).
You can generate a list of End of Life
Notifications by searching our Technical Documents Library. Simply search
the title for "End of Life" and this will generate a list of notifications that
you can then filter to find exactly the information you need.
Free Installation Support
We offer free installation assistance
to registered customers. MNJ Software provides a complimentary two-case technical support
pack to assist you with installation and configuration questions. This case pack
is valid for 60 days after your initial call. Additional free installation and configuration
information is available through querying the Technical Documents, reviewing online
product documentation, and posting questions to other users about specific issues
through newsgroups.
Global Support
Global support provides a single support
contract and billing for multi-country installations, with support contacts designated
for each country. For worldwide installations, a consolidated or global support
contract may be obtained. For those companies with multiple international locations,
a separate support agreement for each country is required if global contacts are
not purchased.
Renewing Your Support Agreement
To receive services included in the support
plans, you must have an active software support agreement. Be sure to renew promptly
to avoid delays when you require support. If you have questions about your contract,
want to change support plans, or want to find out renewal dates, call the telephone
number of the location nearest you or mail us.
Cooperative Support Agreements
We have established cooperative support
agreements with many vendors to provide seamless support processes to customers
with multivendor products. These agreements provide designated contacts at the vendor
for MNJ Software, Inc. support engineers. These contacts will expedite your problem or
raise its priority within their support organization. You must have a valid support
contract with all vendors involved to take advantage of this feature.