How
to Request ProMatrix Priority Support
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When you need ProMatrix Priority
Technical Support, the ProMatrix Support staff is only an email away.
However, when you need ProMatrix Priority
Support, please make sure you are covered by a ProMatrix Priority Support
Plan. |
Scope of ProMatrix Priority Support
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ProMatrix Priority Support allows you to get quick assistance with issues
directly related to the functionality included in a ProMatrix Product.
ProMatrix Priority Support does not include (1) assistance with issues
involved in extending the functionality of a ProMatrix Product or (2)
assistance in writing code to extend or supplement ProMatrix code. Help with
system design and Visual FoxPro is outside the scope of ProMatrix Priority
Support. |
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Tip: When you have questions that are
outside the scope of ProMatrix Priority Support, you may be able to obtain
help from other ProMatrix Users through the peer-to-peer ProMatrix
Newsgroups. However, you can't expect other users to assist with system
design and coding issues that would involve significant time to address.
Keep your questions for other ProMatrix users brief and specific. |
Steps
to Request ProMatrix Priority Support
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- ProMatrix
Priority Support Plan: First, please be sure you are
covered by a ProMatrix Priority Support Plan. To determine whether you
are eligible for New User support and to learn about the ProMatrix
Priority Support Plans available, click here.
If you are not eligible for ProMatrix Priority Support, please use the ProMatrix Store
to purchase a Support Plan.
- ProMatrix Partner Newsgroups: If
you are eligible for ProMatrix Partners coverage, post your support request to the
ProMatrix Partner Support Newsgroup.
Your support
request may be answered by another ProMatrix user and/or the ProMatrix
Support staff.
- Emergency
Email Support: If you need an emergency
response between the hours of 9:00 a.m. and 5:00 p.m. EST Monday
through Friday and if you have
ProMatrix
Priority Support Units, send
an email to
support@promatrix.com.
- ProMatrix
Newsgroups: If you are not eligible for ProMatrix Priority
Support, you may be able to obtain help from other ProMatrix users
through the
ProMatrix Newsgroups. Give
them a try. We have many very helpful users who are more than willing
to lend a hand.
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Contents
of Support Request
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When you contact ProMatrix for Priority Support, please do the following:
- Registered
Name: Provide the name under which your ProMatrix license
is registered.
- Identify Product and Version: Identify the ProMatrix Product and
version for which you need support.
- Detailed
Description: Describe the problem you are encountering in
detail and list the specific steps you took that produced the problem.
If you can duplicate the Problem in the VPM Sample Application, please
describe how you duplicated the problem in detail.
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