Do I receive any technical support with my product purchase?
Any customer purchasing a Smartech Oceania software product, receives unlimited free email support for the lifetime of their contract.
What type of support is available if I use a Smartech Oceania software hosted service?
Any customer using a Smartech Oceania software hosted service, receives unlimited free email support for the lifetime of their subscription.
What support options are available?
Smartech Oceania offers a unique way of support by email using this portal.
What other support options are available?
Smartech Oceania offers other support options as well for our software products, including:
Can I use technical support if I am out of contract or subscription?
You will have to renew your contract or subscription to keep using Smartech Oceania software support.
Can I use one support ticket for multiple technical issues?
The support policy allows for one technical issue per support ticket. Multiple problems that seem to be caused by the same issue can be included in one ticket; however, if the support agent deems these to be separate issues, a new ticket will need to be submitted.
How do I get in contact with the Support Department?
To reach the Support Department your ticket must be submitted at the Tickets section of the Support Portal. All tickets, regardless of the type, must be submitted there.
What kind of turnaround can I expect for a support ticket?
Smartech Oceania software support staff responds to issues in the order they come in and makes every effort to give an initial response to tickets within height (8) business hours . ("Business hours" being Smartech Oceania' business hours). In most cases, the support staff easily meets this service level, and more often than not customers get responses within few hours. However, height (8) business hours is the service level we use for internal metrics. Customers should understand that response times are based on a number of factors, including workload, severity and complexity of issues, and many other factors.
Remote Access Agreement (RAA) – What is it & Why is it required?
The most efficient method for Smartech Oceania software support to resolve issues is via remote access. To facilitate swift turn around to problems and to protect SmartecAustralia and the customer, we have implemented specific terms and conditions in regards of remote access to your systems, known as an RAA, that allows the customer to provide us remote access, and also revoke this access. For more information, see Remote Access Sessions. What happens if my issue turns out to be a bug?
Software bug fixing is included for the initial 12 months after your purchase. Beyond the initial 12 months of coverage, you need to purchase a specific Software Update Protection package to be covered for bug fixing. If a bug is found, we will report the issue to our development team and provide you with an update to fix the issue in the best time as possible. The timeframe to fix the issue is based on a number of factors and you may wait the next product release cycle for a bug to be fixed. Generally, a severe bug is fixed within few weeks and should you be covered by a software upgrade protection package, we will provide instructions on how to update your software. If you have not included the software upgrade protection package, you are not covered for bug fixing beyond 12 months after your purchase. What support options are available for legacy products?
To ensure the highest levels of support, products become legacy after there have been two subsequent major releases. For example, if the current version is OMS-500 4.x, supported versions would include OMS-500 3.x and 4.x, while legacy versions include OMS-500 2.x and earlier. Because Neopost Australia provides Software Update Protection to ensure customers have access to the most recent features and bug fixes, Smartech Australia does not release minor updates for legacy products. However, customers may use support tickets for legacy products. That being said, customers on older versions of our products are encouraged to upgrade to the most recent release as subsequent major releases not only offer new features but may include changes to how specific pieces of the product works, thereby eliminating issues seen in older versions of products.