I. Technical Support
To be supported, the user licenses must not have expired. All user licenses expire 365 days after they are issued (unless 3 year licenses are purchased). Support licenses can be purchased online.
II. What can be requested from Technical Support?
Technical assistance is provided for all issues/bugs/questions related to Password Reset Server.
We do not support software from other vendors except where Password Reset Server functionality is specifically affected. For instance, we do provide support if Windows Authentication to Microsoft SQL Server is working for other applications but not Password Reset Server. We do not provide support if Windows Authentication for Microsoft SQL Server is not functioning correctly - in such cases, support must be sought from the specific vendor.
III. How do I access Technical Support?
Web: http://thycotic.com/products_passwordresetserver_support.html
Email: support@thycotic.com
Phone: +1-877-833-2946 / +1-703-752-6113
Hours: 9am - 5:00pm EST
Technical assistance is provided through telephone, email, and remote assistance. Remote assistance sessions are also offered when necessary using our preferred remote support vendor (currently http://www.copilot.com).
IV. What response time can I expect?
Phone calls will be answered immediately or may go to voicemail depending on call volume. Voicemails and support requests through email will receive a response within 24 hours during business hours.
V. What about upgrades?
Customers that are supported have access to all new releases (both minor and major releases).
VI. Can I request new features?
Yes - please send any feature requests to support@thycotic.com.
Article ID: 99, Created On: 8/2/2010, Modified: 8/2/2010