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Our Product Support Services

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for Corporate Solutions

NDS Supportnet

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What to expect with NDS Product Support

 

NDS Systems is dedicated to providing the best product support possible. We provide product support through multiple channels, including your NDS Solution Provider, NDS SupportNet, telephone support, e-mail support, and fax support. A maintenance and support agreement with NDS also enables you to receive product releases, which include bug fixes, enhancements, and revisions to the application software.

 

Product Support provides

  • 24 x 7 electronic support using our support website Electronic status
  • Updates on existing Customer Support Requests (CSR's) and Program Change Requests (PCR's)
  • The ability to view call status on our support website, SupportNet.
  • Telephone support during business hours — 8:30 am to 5:30 p.m. locally EST with extended access for customers in other time zones up to 8:30 pm EST or for emergency situations.
  • New versions and patch releases, if any, of the NDS Product are available and sent out upon request.
  • Problem diagnosis and resolution using NDS Support Knowledge base
  • Problem diagnosis and resolution using remote connectivity customers data
  • Defined incident escalation procedure

Product upgrades typically include:

  • New features and functionality developed for existing products
  • New products and extensions to existing products
  • Error corrections and performance improvements

Telephone Product Support

Our telephone product support provided under the support & maintenance contract, is "real time". This means unlike some companies that do support on a callback basis, all of our incoming calls are routed to analysts on duty. Over 60 percent of incoming problems are resolved on primary contact.

Problems that cannot be resolved immediately by our first level consultants are escalated to specialists in the appropriate area. Our goal for contacting users on tracked problems depends on the severity of the problem. Analysts may involve developers in the process, but they still retain ownership of the problem. Whenever the user is contacted or additional information is required, the analyst updates the problem, creating an up-to-date audit trail on all problems.

Time

Telephone

E-mail

Fax

8:30 am - 5:30 pm EST

727-538-2250 press 5

support@ndsapps.com

727-538-2110

 

Send issues in through the web, using NDS SupportNet.

 

Online Product Support Tools

 

NDS SupportNet is a tool for customers with a current product support agreement. SupportNet puts you in touch with support and gives you the power to monitor past and current product support requests. You can report problems and send additional information on a problem. You can also access our knowledge database of troubleshooting tips and general informative tips for managing the product. NDS SupportNet is deployed using NDS's proprietary Xephr Enterprise technology.

 

NDS SupportNet is integrated with the NDS problem tracking system. Problems reported through SupportNet are logged directly into our tracking system as well as sending an e-mail notification to our support group and a copy to the user. Our representatives respond to those problems directly from the tracking system.

 

Our FTP server lets users download fixes, documentation, and maintenance updates, as well as upload files relevant to tracked problems.

 

If you do not have a NDS SupportNet account, select NDS SupportNet and press the: " I need a SupportNet Login!" button to e-mail a request for SupportNet access.

 

NDS SupportNet provides:

  • 24 hour service request entry
  • Updates on all product support requests
  • Upgrade and "hot fix" downloads
  • Updated documentation and on-line help downloads
  • Knowledge database available for search
  • Upcoming update documentation

Web, E-mail and Fax Service

 

Support requests can be initiated:

 

Before Contacting Support

  1. Present your problem to your company's designated primary or secondary support contact, who may be able to suggest problem-solving tactics and offer a fast resolution based on knowledge of your company's projects and NDS Systems products.
  2. It is preferable that the final requests to NDS Support be submitted by one of the designated primary technical contacts.
  3. Your preparation for the call to Support has a significant impact on the overall time to resolution. If you gather and organize the facts before you call, Support can focus immediately on answering your question, or isolating and analyzing the problem.

Information needed to expedite your product support request:

Define the Problem

Prepare a clear definition of the problem, detailing a concise description of the mode of failure, including all error messages. Some of the questions that NDS Support asks will be:

  • What program(s) were you having problems with or did the issue start with?
  • Did you receive any error(s)? What were the name(s) of the triggers and the number(s) associated with the error number(s)?
  • What was the exact point in the program that the error was encountered?
  • What was done immediately before this error occurred?
  • Can the error be reproduced consistently?
  • What are the specific details regarding the data involved, to include the actual numbers (item, customer, vendor, teacher, student, etc as applicable) since it is customary for NDS Support Analysts to connect remotely to your live data and research the problem or in our on site copy of our customers schemas.
  • Has anything changed in the environment recently? This includes changes to the operating system, Database or Application products, or any additional software installed on server or client machine (this includes ANY software). Has NDS software been upgraded/changed recently? Have any of the NDS parameters been changed
  • Is this common to all workstations and/or users or is it isolated to a particular user and/or workstation?
  • In the case of a report printing problem, does it occur with a single report or with all reports? If it is a problem accessing a form, is it just one form or all forms?
  • What is the impact of this issue on your ability to perform your business?
  • Is it possible that data is being corrupted?
  • In the case of “How To” questions, what is the goal the user is trying to achieve?

Assemble Information

Be prepared to provide NDS Support with the following information. A record of this information will be associated with the customer record at NDS but can be updated when a customer calls.

  • Customer Name/ Customer Number
  • NDS product and version
  • Server and Client platforms
  • Server and Client OS/version
  • Oracle version

For the specific issue, be prepared to provide your description of the problem or question as outlined above.


Your preparation for the contact to NDS Support has a significant impact on the overall time to resolution. If you gather and organize the facts before you contact us, NDS Support can focus immediately on answering your question, or isolating and analyzing the problem.

 

Additional Support Information:

NDS Support Policies

NDS Product Support Policies are limited to NDS Programs that are supported under the NDS Product Support and Update Agreement.

 

Product Support is provided for problems that are verifiable in the current supported release(s) of an NDS licensed Program, running unaltered and as specified in the NDS Documentation.

Product Support and Update Fees Subscription

A Product Support and Update Agreement is contracted for a yearly period which may be billed monthly in advance due upon the first day of each month or may be paid annually in advance. Payment must be made prior to the commencement of services. Product support will be suspended if Customers account is not kept current. A maximum of a 10-day grace period is allowed before an account is considered as not current.

 
 
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