Warranty, Support and Maintenance

Annual support covers telephone help desk support from 8:00am to 5:30pm EST Monday to Friday.
Annual maintenance covers upgrades to the latest releases - All minor and major upgrades.

Highlights of Maintenance and Support include:
Wave shipment of major updates including updated documentation
Online Support web site including full access to an online knowledgebase
The security of knowing a product specialist is just a phone call away
Customer newsletters containing the latest information about products, training news
and helpful hints.
User Group Forums

Second Level Support Option
Second Level Support is provided by Forward Thinking Consulting Services via email, phone or remote access. Remote access is where we can dial in directly to your system to look first hand at your issue or question. You will have access to our GoldMine Corporate Edition Certified Technicians via a 1300 number and also directly to individual technicians through mobile phone.
Our ability to access your network remotely is dependent on the structure and security levels of your network.

Forward Thinking Consulting Services also provide on site support with a maximum of a 4 hour turnaround for issues that cannot be resolved by any of the above methods. For emergency situations immediate callouts can be arranged.

As your 1 st level support is already covered within your maintenance and support agreement, 2nd level Support is pre-paid and can be purchased in blocks of 2, 5 and 10 hours. When implementing your GoldMine Corporate Edition system we do not ask that you pay any amount up front as your 2nd level requirement needs are not fully understood yet and may not be required.

We feel this is a much fairer system of managing 2 nd level support and you can choose which option you would like as you require.

How we manage your Support
Your second level support is monitored via HEAT and HEAT Self Service. HEAT Self Service allows you as the customer to see what support questions have been logged, their resolution and how long they have taken to be resolved. You can also see how much support time you have remaining of your pre-paid hours. By having access to your support information you are creating a knowledge base that allows you to search for a resolution that may have been addressed previously.