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Our Support Services

Welcome to NDSi SupportNet
for Education Solutions

NDS Supportnet

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Our Support

Our Product Support Mission is to: "Help our customers make the best use of our software products through effective and responsive support, active advocacy, and self-help resources." We do this through the following means:

  • We make it easy for our customers to get help by offering telephone and electronic support. Customers are encouraged to report their problems in the manner in which they feel most comfortable and are assured their requests are dealt with efficiently.
  • Technical resources available to our Product Support staff enable us to provide reliable and responsive support. Our state-of-the-art problem tracking system is developed fully in-house.
  • Technical Support actively participates in software development, in both the design and testing phases.

What to expect with NDS Support

 

NDS Systems is dedicated to providing the best support possible. We provide support through multiple channels, including NDS SupportNet, telephone support, e-mail support, fax support, and also through our website NDS Online Help. A maintenance and support agreement with NDS also enables you to receive product releases, which include bug fixes, enhancements, and revisions to the application software.

 

Support provides

  • 24 x 7 electronic support using our support website Electronic status
  • Updates on existing Customer Support Requests (CSR's) and Program Change Requests (PCR's)
  • The ability to view call status on our support website, SupportNet.
  • Telephone support during business hours — 8:30 am to 5:30 p.m. locally EST with extended access for customers in other time zones up to 8:30 pm EST or for emergency situations.
  • New versions and patch releases, if any, of the NDS Product are available and sent out upon request.
  • Problem diagnosis and resolution using NDS Support Knowledge base
  • Problem diagnosis and resolution using remote connectivity customers data
  • Defined incident escalation procedure
  • Extended telephone and west coast coverage is available on request.

Product upgrades typically include:

  • New features and functionality developed for existing products
  • New products and extensions to existing products
  • Error corrections and performance improvements

If you do not currently have a contract with NDS and you would like to know more about or support options, visit our Support Services section. If you have a contract and a support issue that you wish to discuss with NDS, you can do one of the following and a support representative will get back to you.

Telephone Support

Our telephone support provided under the support & maintenance contract, is "real time". This means unlike some companies that do support on a callback basis, all of our incoming calls are routed to analysts on duty. Over 60 percent of incoming problems are resolved on primary contact.

Problems that cannot be resolved immediately by our first level consultants are escalated to specialists in the appropriate area. Our goal for contacting users on tracked problems depends on the severity of the problem. Analysts may involve developers in the process, but they still retain ownership of the problem. Whenever the user is contacted or additional information is required, the analyst updates the problem, creating an up-to-date audit trail on all problems.

NDS Telephone Hotline Support between 8:30 am To 5:30 pm EST Monday through Friday

 

Time

Telephone

E-mail

Fax

8:30 am - 5:30 pm EST

727-538-2250 press 5

support@ndsapps.com

727-538-2110

Or up to 5:30 pm in your time zone in the Continental USA

727-538-2250 or
727-772-8288 or
727-790-4762 pager

support@ndsapps.com

727-538-2110

 

Send issues in through the web, using NDS SupportNet.

 

Online Customer Support Tools

 

NDS SupportNet is a tool for customers with a current continuing support agreement. SupportNet puts you in touch with support and gives you the power to monitor past and current support requests. You can report problems and send additional information on a problem. You can also access our knowledge database of troubleshooting tips and general informative tips for managing the product. NDS SupportNet is deployed using NDS's proprietary Xephr Enterprise technology.

 

NDS SupportNet is integrated with the NDS problem tracking system. Problems reported through SupportNet are logged directly into our tracking system as well as sending an e-mail notification to our support group and a copy to the user. Our representatives respond to those problems directly from the tracking system.

 

Our FTP server lets users download fixes, documentation, and maintenance updates, as well as upload files relevant to tracked problems.

 

If you do not have a NDS SupportNet account, select NDS SupportNet and press the: "I need a SupportNet Login!"button to e-mail a request for SupportNet access.

 

NDS SupportNet provides:

  • 24 hour service request entry
  • Updates on all service requests
  • Upgrade and "hot fix" downloads
  • Updated documentation and on-line help downloads
  • Knowledge database available for search
  • Upcoming update documentation

Web, E-mail and Fax Service

 

Support requests can be initiated:

 

Before Contacting Support

  1. Read all the available documentation for the feature you wish to implement at:  http://www.ndsapps.com/webhelp/index.htm
  2. Prepare a complete description of the steps and programs involved with the issue for discussion.
  3. Present your problem to your company's designated primary or secondary support contact, who may be able to suggest problem-solving tactics and offer a fast resolution based on knowledge of your company's projects and NDS Systems products.
  4. It is preferable that the final requests to NDS Support be submitted by one of the designated primary technical contacts.
  5. Your preparation for the call to Support has a significant impact on the overall time to resolution. If you gather and organize the facts before you call, Support can focus immediately on answering your question, or isolating and analyzing the problem.

Information needed to expedite your support request:

Define the Problem

Prepare a clear definition of the problem, detailing a concise description of the mode of failure, including all error messages. Some of the questions that NDS Support asks will be:

  • What program(s) were you having problems with or did the issue start with?
  • Did you receive any error(s)? What were the name(s) of the triggers and the number(s) associated with the error number(s)?
  • What was the exact point in the program that the error was encountered?
  • What was done immediately before this error occurred?
  • Can the error be reproduced consistently?
  • What are the specific details regarding the data involved, to include the actual numbers (item, customer, vendor, teacher, student, etc as applicable) since it is customary for NDS Support Analysts to connect remotely to your live data and research the problem or in our on site copy of our customers schemas.
  • Has anything changed in the environment recently? This includes changes to the operating system, Database or Application products, or any additional software installed on server or client machine (this includes ANY software). Has NDS software been upgraded/changed recently? Have any of the NDS parameters been changed
  • Is this common to all workstations and/or users or is it isolated to a particular user and/or workstation?
  • In the case of a report printing problem, does it occur with a single report or with all reports? If it is a problem accessing a form, is it just one form or all forms?
  • What is the impact of this issue on your ability to perform your business?
  • Is it possible that data is being corrupted?
  • In the case of “How To” questions, what is the goal the user is trying to achieve?

Assemble Information

Be prepared to provide NDS Support with the following information. A record of this information will be associated with the customer record at NDS but can be updated when a customer calls.

  • Customer Name/ Customer Number
  • NDS product and version
  • Server and Client platforms
  • Server and Client OS/version
  • Oracle version

For the specific issue, be prepared to provide your description of the problem or question as outlined above.


Your preparation for the contact to NDS Support has a significant impact on the overall time to resolution. If you gather and organize the facts before you contact us, NDS Support can focus immediately on answering your question, or isolating and analyzing the problem.

 

Additional Support Information:

NDS Support Policies

NDS Support Policies are limited to NDS Programs that are supported under the NDS Support and Update Agreement.

 

Application Support is provided for problems that are verifiable in the current supported release(s) of an NDS licensed Program, running unaltered and as specified in the NDS Documentation. These Applications Support policies are subject to change at NDS's discretion.

Support and Update Fees Subscription

A Support and Update Agreement is contracted for a yearly period which may be billed monthly in advance due upon the first day of each month or may be paid annually in advance. Payment must be made prior to the commencement of services. Services will be suspended if Customers account is not kept current. A maximum of a 10-day grace period is allowed before an account is considered as not current.

Reinstatement of Support and Update Agreement

If the NDS Support & Update Agreement has been allowed to terminate, no agreement will be accepted unless payment for all software, services and support is in good standing with NDS. Support will be provided only to Customers with a paid Support & Update Agreement since deployment.

Termination

All Application Support services and Subscription services ordered for a Support Period shall be non-cancelable and non-refundable. Service Agreement must be canceled in writing a minimum of 30 days in advance.

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