Support Request Procedures
 
Find below all the information you need to submit your case online.

 
 
Support Request Management
 
INFINITE Software provides reasonable technical support assistance on INFINITE, BABY and Unibol products. We will make its best effort to correct reproducible programming errors. This assistance includes answering questions about use and performance, and remediation of errors. This document provides a format for reporting issues for reproduction.
 
Please note that support may not be available for some BABY and Unibol products. Support services do not include programming services to enhance or extend functions not currently in the software, support on software operation covered in training programs, custom services (i.e. host-client implementation, application rehosting, data migration, application remediation, screen customizations, program enhancements, trouble-shooting for printers not documented for the AS/400, script preparation and testing), or support requests with operating systems or other applications running on platform. Support extends to hardware only when purchased from INFINITE Software.
 
Reporting
When the customer encounters a support issue that may impact the project tasks, deliverables, schedule or resources, a representative will report that support issue to the INFINITE Software Technical Support. Support requests are reported or “opened” by completing the available online form. If Internet access is not available, the form accompanying this document can be completed and submitted via email to support@infinitesoftware.com
 
Logging and Assignment
When you submit a case via the INFINITE Software web site, the case is automatically logged into the system assigned to an appropriate support team member for resolution.
 
Tracking Status
Open support requests will be discussed and status updated as appropriate until the support issue is resolved or closed. This update will include the following:
 
  • Support requests opened this month
  • Support requests closed this month
  • Summary description of major support requests and activity to resolve
Eliminating Variables and Test Cases
INFINITE Software’s expectation is that before a case is reported, efforts will have been made to eliminate operating environment variables that may be causing the failure. These may include, but are not limited to, operating system updates, addition of new components or software to the server, conflicts caused by virus/security software, communications failures, network failures, hardware problems, etc. INFINITE Software reserves the right to charge for services to troubleshoot operating variables and to develop test cases on behalf of the customer.

Access and/or Test Cases
In order to analyze, isolate and correct problems, INFINITE Software may request user and password access to the failing system. Provision of this access is required under your maintenance agreement.

Customer will provide a test case if appropriate and/or requested to do so. The expectation of a test case is to focus solely on the incorrect functionality. Therefore, creating an isolated program (as small as possible) that illustrates the problem you are experiencing. Isolating the issue has several advantages:
 
  • It enables our development team to focus solely on the issue at hand
  • It will allow us to fix the problem, text it and deliver it to the developer much faster
  • The test case becomes part of our product validation suite so that your fix is tested for accuracy each time we generate a new version of the product or fix something in the same area where you reported an issue.
Level of Service
INFINITE Software provides three levels of technical support service. Consult your contract to determine your level of support.
 
  • Monday to Friday from 8AM to 6PM in your time zone, exclusive of holidays
  • Monday to Friday, 24 hours per day, exclusive of holidays
  • Monday to Sunday, 24 hours per day, 365 days per year
Defining Severity Level
The following chart will be used to define the severity level of the issue reported:
 
Severity Level Request Description INFINITE Software Response Customer Response

1

 Failure of INFINITE mission critical application that has been in production, causing significant impact on Customer’s business INFINITE Software will log case and promptly begin work on support request consistent with customer’s service level.

INFINITE Software shall work on support issue, provided availability of necessary Customer personnel, until support issue is resolved or workaround is produced.

INFINITE Software technical and business management will be kept apprised of all Severity 1 support requests and will monitor their status until resolved.		 Customer will initiate Support Request and provide documentation and/or test case as appropriate.

Customer will provide appropriate documentation to show that other factors that may cause the problem have been eliminated.

Customer will ensure complete cooperation of appropriate personnel with all appropriate access permissions.

2

 Failure of INFINITE software application that has been in production or failure of INFINITE Software product to perform as documented that will jeopardize the success of a Customer project if not resolved in a timely manner INFINITE Software will log case and promptly begin work on support request consistent with customer’s service level. Customer will initiate Support Request and provide documentation and/or test case as appropriate.

Customer will provide appropriate documentation to show that other factors that may cause the problem have been eliminated.

Customer will ensure complete cooperation of appropriate personnel with all appropriate access permissions.

3

 Failure of INFINITE Software’s application to perform as documented causing significant inconvenience in non-production environment or eventually preventing Customer from transitioning application or project to production. INFINITE Software will log case and promptly begin work on support request consistent with customer’s service level. Customer will initiate Support Request and provide documentation and/or test case as appropriate.

Customer will provide appropriate documentation to show that other factors that may cause the problem have been eliminated.

Customer will ensure complete cooperation of appropriate personnel with all appropriate access permissions.
 
Direct Escalation for Severity 1 Support Requests
If at any time Customer is not satisfied with the level of response by INFINITE Software’s Technical Support being providing to a Severity 1 support request, Customer may escalate this support request immediately and directly to INFINITE Software’s senior management.

Closing
Support requests are considered “closed” and logged as such after the following has occurred:
 
  • A support issue resolution is discussed and agreed to by the submitter, the assigned owner and the INFINITE Software technical support representative.
     
  • A support request resolution and sign-offs are documented on the Support Request Report and logged by the INFINITE Software technical support representative.
     
  • Requests for additional information, test cases and/or testing results will be sent in response to your case. INFINITE Software anticipates receiving a response within 7 days. If no response is received, a reminder will be sent on the seventh days. A support issue will be automatically closed if there is no response from a customer within 14 days from delivery.
     
  • Cases submitted that are requests for new functionality will be closed immediately. Customer may work with a INFINITE Software sales representative to engage custom services. Please note that new development projects will be undertaken only if they are consistent with the overall direction of the Infinite product line.
Support Service Request Form
In order to provide the highest quality service for our customers, support requests will be accepted only upon completion a Support Service Request on the Technical Support page. If you do not have Internet access, you may submit a form to support@infinitesoftware.com.

 
 
 

TRADEMARKS

Copyright © 2008 INFINITE Software. IBM Midrange,AS/400, OS/400 and System/36 are registered trademarks of the IBM Corporation.Windows, Internet Explorer, Visual Basic,VB Scripting are registered trademarks of Microsoft. INFINITEweb, INFINITE BI, INFINITEiSeries, INFINITE 36 are registered trademarks of INFINITE Software. All other product and brand names are registered trademarks of their respective companies. No part of this document may be reproduced without written permission of INFINITE Software.