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Technical Support overview

Our technical support is intended to provide you with help to resolve problems concerning the installation, configuration, tuning, testing, and operation of our products.

We have two teams to serve you. Our Frontline Support Team will answer all incoming calls, faxes, and e-mails. They will record the contact information, provide a case number (necessary on all future contacts), and assign a severity rating from low to critical, depending on the state of the product (see Case severity table). The Frontline Team provides a very quick response and resolution on most cases (approximately 85%). When necessary, Frontline Support will forward more complex cases (approximately 15%) to our Research Support Team who will then research a resolution and consult with our development staff as needed.

Case severity table

Low

A question or a request for a product enhancement is made.

Medium

The Barr product is operational, but a problem has been identified and a specific portion of the product either provides incorrect results or is not operating as documented. A workaround is available.

High

The Barr product is operational, but its functionality is seriously affected. If a workaround has been provided, the loss of functionality can only be sustained for a few days because of its impact on your business.

Critical

The Barr product is inoperable and no workaround is possible.

What we support

Support performance

Frontline Support responds to 90% of their calls within 10 minutes. They typically respond to the remaining 10% within (a total of) 15 minutes. During heavy call volumes, should a callback become necessary, the Frontline Support Analyst will give you a callback time frame corresponding to the problem’s severity (see Response time table). Frontline Support will forward unresolved problems to a Research Support Analyst, who will then return the call within the parameters outlined by the Response time table. A followup support contact schedule will be negotiated between you and the Research Analyst, as needed, to resolve the problem. The timeliness of the schedule will reflect the issue severity. No specific response time is required when you are asked to provide information or diagnostics, but a delay in your response time will cause a delay in the overall resolution time.

Response time table

Severity

Frontline Response1

Research Response2

Low

Within 8 hours

Within 16 hours

Medium

Within 4 hours

Within 8 hours

High

Within 2 hours

Within 4 hours

Critical

Within 1 hour

Within 2 hours

1During Frontline Support hours of operation.

2During Research Support hours of operation.

Hours of operation

Our Frontline and Research support is available five days a week, Monday – Friday, excluding bank holidays. Refer to the Technical Support Web site (www.barrcentral.com) for specific information regarding the hours of operation. The following Technical Support options are also available.

Your many support options

WarningWe recommend that the customer contact possess the necessary technical expertise for troubleshooting and maintaining the computing environment containing the Barr products. The user’s equipment and environment must also meet all minimum system requirements outlined in our product documentation. When contacting Technical Support, please have your serial number and/or open case number available.

TipMany of the solutions found in Barr Systems' Knowledge Base can be found in troubleshooting topics. Check the troubleshooting topic, where available, as your first step toward solving the problem.

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