AdventNet Software Maintenance and Support Services

AdventNet offers a comprehensive suite of support services that will enable you to rapidly deploy solutions using our products.

Support Entitlement

S.No. Description 30 Day Evaluation Support Paid Support*   Business Hours 9 x 5 24 x 5 1. Acknowledgement 2 Business Day 1 Business Day 2. E-Mail 3. On-line Access 4. Remote Connect 5. Service Pack 6. Minor Release 7. Telephone 8. Major Release+

Business Hours: Support will be available 24hrs a day and five days a week (Monday through Friday), excluding USA & India public holidays.

* For Perpetual license model, Support has to be purchased separately and for Annual Subscription License Model, Support cost in included.

⁺ The major release is not provided free of charge for OEM & Developer Tools and DB Migration & Search.

Options available are as of Jan 2006. Terms and conditions of Support plans, support features, pricing and support availability are subject to change. For current plan please contact sales@adventnet.com.

Email AdventNet Support

AdventNet product specialists can also be contacted via email through the product or component specific email addresses. While logging in your problem, do provide as much information about the problem as possible to help in faster analysis. An example format of the information that can be included while logging the problem is given below. Send your problem report to the product or component-specific email alias for faster and correct solution.

Example Format of Information while Logging Your Problem:

• Version of the product: Agent Toolkit (Java Edition) 4.2 or SNMP API 3.3, etc.
• Service Pack Version: SP3 or SP4, etc.
• Operating System: Solaris 8, Win NT, or RedHat Linux 7.1, etc.
• JDK/JRE Version: JRE1.3 or JRE1.2, or JDK1.1.x, etc.
• Browser and Version: Netscape 4.76 or IE 6.0, etc.
• Details of the problem:
  • The steps to reproduce the problem
  • The relevant log files
• Thread Dumps (if any)
• CLASSPATH environment variable (if applicable)

Calling AdventNet Support

You can call AdventNet Customer Response Center for logging and resolving any technical problems. This Center is operational 24 hours and staffed by experienced and knowledgeable product specialists. They are accessible at:

• ++1 925 924 9500 and
• ++1-888-720-9500 (Monday to Friday)

Product and Component-Specific Support and Email Aliases