Support

Andornot offers support services to our clients for Inmagic and dtSearch products through on-site visits, telephone support, email, or interactive WebEx sessions.

Here are answers to some of the most commonly asked questions regarding software support, training, and assistance::

Why should I purchase an Inmagic software maintenance contract?

Inmagic maintenance contracts are highly recommended but are not mandatory. Contracts last for one calendar year from the time of purchase or renewal. The advantages are:

• Immediate availability of any new version releases or service packs
• Assistance is available from Inmagic Product Support for a specific number of incidents per product
• Access to the Inmagic Customer Extranet
• Up to date software is easier to troubleshoot as support staff are familiar with the version and interactions with operating systems and other programs.
• The maintenance subscription cost can be included in your budget as an annual expense. (It is common for most IT departments to regard maintenance for key software as a normal cost of doing business).
• Peace of mind from knowing that you have the backing of a support contract if you have a problem.

Full terms of the maintenance contract are outlined on the Inmagic website.

What happens if I don’t renew?

The price to get back on maintenance increases for non renewals as Inmagic charges for any years that are skipped. You therefore don’t save any money, and you lose all the benefits of having earlier access to the latest versions.

Will Inmagic help me if I don’t have a current maintenance contract?

The answer is generally “no”.

Will Andornot help me if I don’t have a current maintenance contract?

The answer is “Absolutely!” However it is harder for us to support much older versions as we may not have these installed and we cannot easily test your problems.

So if we have a current maintenance contract, when and why would we need to contact Andornot?

If you have a support question you may contact either Inmagic or Andornot. We recommend that if you contact Inmagic, also copy us on any emails so that we are aware of any issues and can jump in and assist if required.

Often we are more familiar with your usage and your setup than Inmagic and can help pinpoint the problem quickly.

Do I have to pay extra to get Support from Andornot?

That depends. If you contact Andornot and do not have a consulting agreement with us, we will assess the question and establish whether we can give you an immediate answer. If not, we will refer you to Inmagic Product Support for assistance. We try and answer all questions that require just a quick email or call at no additional charge whenever possible.

What information should I provide if I have a Support question?

To speed up response time, include:

• the software product,
• version number,
• your operating system,
• the text of any error messages,
• and the steps taken that caused the problem (screen shots are helpful).

What other options does Andornot offer for support or consulting contracts?

We offer a variety of options:

• pay as you go billing, generally monthly or quarterly depending on the amount of time expended.
• annual consulting agreements for a set $ value defined based on past usage.
• Client Cards for new clients at a reduced hourly rate.

What is covered by Inmagic Support? For example, can I get Inmagic to design new forms for me?

Inmagic Support generally only covers the software itself, not databases or applications you have built with it.

• An "incident" is one event (problem /issue/question and can involve installation, configuration or use.
• Any assistance in understanding how the products work or how to use them is considered an incident.
• There is no time limitation defined for an “incident,” except for installation support which is limited to 1 hour.

Examples of items that are not considered incidents:

• Requests for documentation
• Lost passwords or serial numbers
• Requests for product features (send to wishlist@inmagic.com)
• Complaints regarding a process, feature, product, etc.
• An issue caused by a potential bug within the software.

If I want some modifications to a database, can Andornot do this for me?

Certainly! We will take on virtually any project, large or small. If you need help with a web report form, addition of a desktop script button or a full featured web application with shopping cart, or something in between, contact us for a quote.

What are my options for training?

We can provide totally personalized one on one training using your own databases or you can sign up for one of Inmagic’s regularly scheduled general overview sessions.

Starting in December 2007, we are offering introductory web based training sessions using WebEx. We recommend these for new users or anyone who would like a refresher on the most important functions of the software.

We are flexible! If you just want to learn one process, we can set up a WebEx based session on that specific topic. We would simply charge you our hourly rate – no contract, no hassle.