| Support Services |
A range of software support and technical assistance services are available with Silicon Office.
Users who do NOT have a support service will NOT receive technical support.
If a bug is found in Silicon Office, users should report this using the Bug Report form on our customer support web.
Follows a description of the support services available. Please note all services are for a minimum duration of 12 months.
This service allows users to send questions on Silicon Office via email. A team of Silicon Office experts are on hand to respond via email. Response times are usually within one working week.
Basic Email and Telephone Callback Support.
This service allows users to send questions on Silicon Office via email. A team of Silicon Office experts are on hand to respond via email or to call the user back to discuss the problem on the telephone. Response times are usually within 3 working days. Higher priory will be given to subscribers of this service than users who subscribe to basic email only support.
The basic email, and telephone callback support services above, only allow for advise, recommended courses of action for problems or recommendations using the Silicon Office package. Your files can be attached, or may be requested via email, which demonstrate a problem or scenario. If our Silicon Office experts are required to modify your files, rather than provide advise, a further charge will be made.
The general guide for email & telephone support services is:
If we advise you how to do something and you do it, there is NO charge. If we do it there is usually a charge.
Remote Dial-in diagnostic, Trouble shooting and remedy Support.
This service allows users to send questions on Silicon Office via email. A team of Silicon Office experts are on hand to respond via email, telephone and by using modem to modem communications to establish a connection to the users pc to take control of the system to diagnose, trouble-shoot and remedy any problems the user is experiencing with Silicon Office. Response times are usually next working day. Higher priory will be given to subscribers of this service than users who subscribe to basic email and telephone callback support.
Extended Remote Dial-in diagnostic, Trouble shooting and remedy Support.
This service allows users to send questions on Silicon Office via email. A team of Silicon Office experts are on hand to respond via email, telephone and by using modem to modem communications to establish a connection to the users pc to take control of the system to diagnose, trouble-shoot and remedy any problems the user is experiencing with Silicon Office or any specific problems or errors with your Silicon Office applications which you have written. Response times are usually within the same working day. The Highest priority will be given to subscribers of this service.
The Remote Dial in, and Extended Remote dial in services above, allow for us to fix small problems you may be experiencing without further charge, however, it does not included writing new or extensively modifying existing programs or files.
General Notes:
In all support cases above, if it is discovered that a problem has been caused through user error or problems caused by other external factors/software (eg. network failures etc), a charge may be made.
A real life example, is when a user reported that Silicon Office would sometimes freeze, requiring a reboot of the machine to start again. After the reboot, most of the data from the customer data file was missing. It appeared that records at the beginning of the file where 'lost'.
After 4 hours of investigation by Silicon Office, it was found that one of programs written by the user, which had been run many times before without problems, had a logic error. Given an irregular set of circumstances, the program would perform a DELETE #1 ;TO END on the customer data file, rather than on a word processing document.
The customer was charged accordingly, and had to revert to a backup of the data.