InfoResponse - Australian Customer Support
Our standard InfoResponse program includes both telephone support and online access via InfoResponse Online. Customers receive prompt telephone and electronic support from out Australian Support Centre, Monday to Friday from 8:30 AM to 5:00 PM (AEST/AEDT), except major Australian Holidays. InfoResponse adds to your success with our enterprise-computing products and solutions, with quality, responsive support, including:
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Software Updates and Fixes |
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InfoResponse keeps your software reliable with regular
updates and fixes made available. These will be ordered upon
request. You can generally expect to recieve an order within 5 to
7 working days. Also, urgent fixes can often be made available for
download from our public FTP site. |
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Telephone Support |
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Simply call 1800 335 673 (a free call from fixed phones)
to reach Information Builders' Australian Support Centre (call +61 3
9631 7998 if you are calling from outside Australia). When you
call be sure to have information available about your site, product
release level and problem. This will expedite resolution of your
issue.
Alternatively, you can either e-mail or fax us the details of your
issue via iba_support@ibi.com
or 1800 819 202 (+61 3 9631 7999 if you are calling from outside
Australia), respectively. |
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Prompt Help |
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Because InfoResponse support is dispatched according to
the customer's problem severity, you are assured of prompt help when you
need it most. |
Plus 24-hour InfoResponse Online access, which includes:
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A knowledgebase search engine |
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Access a library of more than 10,000 technical documents,
including our Known Problems knowledgebase and Solutions knowledgebase. |
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Important Product Information |
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View current release information, important alerts, plus
descriptions of patches and PTF's pertaining to Information Builders'
products. |
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Online Documentation |
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Search and download over 250 of Information Builders'
software manuals plus past issues of Information Builders' System
Journal, containing a wealth of tips and techniques, sample code, plus
selected special articles. |
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Case Management with our Corporate Support Centre |
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If you have a need to deal directly with our Corporate
Customer Support Services (CSS) team in New York, then you can open or
update cases, view case histories and manage file uploads for your
specific site code*. |
* We recommend that customers open most cases through our
local Australian Support Centre, rather than directly contacting our Coporate CSS
team in New York. Time zone differences mean that the Australian Support
Centre typically provides faster response times and issues resolution.
In the event that assistance is needed from our Coporate CSS team then the
Australian Support Centre can coordinate their involvement to provide enhanced
service.
Premium Support Offerings
The following premium support offerings are available over and above the InfoRepsonse standard support
arrangements. Each option is tailored to customer specific requirements and priced accordingly. For
more information call the Australian Support Centre on 1800 335 673.
Out of Hours Support
Access to telephone support outside normal business hours can be arranged. Typically
this is done as either an ongoing extension of the InfoResponse standard support arrangements, or 'one off' arrangements to support ad-hoc events such as product upgrades and system changes, which tend to be scheduled over a weekend or overnight.
A minimum of 5 working days notice is typically required to arrange ad-hoc, out of
hours support.
On Site Support
Information Builders' software experts can be provided on site to assist customers
with technical issues. This service ranges from general technical support and problem investigation through to training, consultancy and application development.
Application Support
Application specific, first or second level telephone support can be provided to customers who have applications developed in Information Builders' products. This involves assigning and training Information Builders' software experts in the customer's specific application and system environment.
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