| Back | Next | Contents | Cams Administrator's Guide |
Cams product license purchases offer 30 days of free technical product support and software update services. These services include:
Cafésoft provides support from 8am PST to 5pm PST, Monday through Friday excluding holidays. Support beyond those hours may be provided if staff is working beyond the standard hours.
Guaranteed response time for paid support customers is 24 business hours from the time of receipt. Standard response time for customers without currently valid support contracts is not guaranteed. If you require faster response times, you should purchase a support contract or pay per incident.
NOTE: Response times are for initial responses — not the time it may take to resolve the problem.
Support contracts are renewed annually based on the following fee structure:
All Cams support issues are initiated by completing and submitting a support request form found on the Cafésoft web site. The customer completes the fields including a severity grade:
An incident number is created upon submission and the case remains open until explicitly closed. Support will be provided until it is determined that:
A Cafésoft support representative reviews the problem severity and determines the appropriate course of action for resolution. This may include an update to the software, reinstallation, or referral to a FAQ or documentation. If needed, the CSR will contact the customer by phone or email to gather more information or assist with the resolution.
A support incident first involves determination of the actual problem. The act of determining this is part of the paid support incident and may end in referring the customer to a 3rd party provider. If the problem is with a 3rd party component (database, web server, application server, operating system, customizations, etc.) the support representative will refer the client to the appropriate party for further resolution.
Cafésoft provides technical support for it's own products, not for 3rd party components or applications that may be required to run with Cams. Cafésoft may optionally provide guidance from experience but support for those products should be obtained from their respective vendors. This includes JDBC drivers, databases, web servers, application servers, operating systems and hardware.
All registered users are informed of products updates through the Cams news list. Once a product update is made available, all users with current support contracts have immediate access to download the software by logging into their account on the Cafésoft web site.
Cafésoft professional services are available to help customers with on-site integration and product customizations. Cams is a flexible technology, and no one can help you understand better how to make it work for you than the Cafésoft engineers who designed and wrote it. Contact Cafésoft to find out more.
© Copyright 1996-2008 Cafésoft LLC. All rights reserved.