Requesting Support

FatWire's commitment to quality and service extends long beyond the start of an implementation. FatWire Technical Support is committed to ensuring that customers extract maximum value throughout the solution lifecycle in order to achieve business objectives.

Therefore, whenever you purchase a FatWire product, you can be assured that you're also getting access to the best technical support available. To make it convenient for you, there are three ways to request support from FatWire. These are:

  • Web Support - http://cssupport.fatwire.com/websupport/clearexp_cgi.cgi/

    FatWire recommends Web Support as your primary interface with the FatWire Technical Support team. Web Support is a password protected system that enables customers to log a new case or track status on an existing case. Web Support is available to you 24x7 and also allows you to view our extensive Knowledgebase and access product documentation at your convenience. After you log a new case via Web Support, the call tracking system will e-mail you a case ID number for tracking purposes. Please use this case ID to reference your case at any time when discussing this issue with FatWire Technical Support.

  • Email

    FatWire Technical Support recommends that all new cases be created via WebSupport or by calling your regional support center. Ongoing communication for an open case will be via email, WebSupport, or phone. Click here for the email address for your region.

  • Telephone

    Click here for the telephone numbers for your region.

    When contacting FatWire Technical Support via the telephone, a support engineer will verify your contact details and product configuration information to determine if anything has changed since your last interaction with FatWire Technical Support. Once your information has been verified, a case will be opened for you. The FatWire call tracking system will provide you with a case ID number. Please refer to this number when making inquiries about this issue.

 

Who Can Contact FatWire Technical Support?

Named Technical Contacts

The individual reporting the problem must be a named technical contact to FatWire Technical Support, as stated in the Maintenance and Support agreement. We strongly recommend that the named individual always contact the support center that has been assigned to your company. The number of eligible contacts for your organization is determined by your Maintenance and Support Contract. The standard number of technical contacts, unless otherwise noted, is three. All technical contacts communicating with FatWire Technical Support must be fully trained on the FatWire product purchased by your company. Please inform FatWire Technical Support of the individuals you would like to list as contacts for your company.

How to Change a Named Technical Contact
If you would like to change a named contact, please notify FatWire Technical Support with your changes. Only FatWire Technical Support Engineers have the ability to add or update contact information for support. We also require that all added contacts receive full training on the product.

Logging a Case with FatWire Technical Support

Preparing to Log an Issue with FatWire Technical Support

We encourage our customers to search the Technical Support Knowledgebase prior to contacting FatWire Technical Support for assistance. The Knowledgebase has many solutions that will help you resolve many technical problems without the need to log a case. You can access the Knowledgebase by logging into WebSupport.

Fatwire Technical Support use a global incident tracking system to document progress during the life cycle of your incident. The system allows us to better track, communicate, share and exchange critical information with you, while also allowing us to leverage knowledge across our worldwide support centers. Authorized support users may contact FatWire Technical Support by web access, telephone or email. Regardless of the method chosen, to initiate assistance we will ask you to provide our support engineers with the following information when creating a new case:

Input Examples
Contact Your name, company's name, site id, contact, telephone, email address
Product Product name, version, platform, operating system
Problem Symptoms of problem, action causing problem, error messages being returned, command line executed, log output, and business impact
Problem Severity Critical, Serious, Moderate, Minor

Problem Severity
FatWire Technical Support will prioritize problems/requests according to the severity levels set forth in the Service Level Agreement, and restated below, unless otherwise defined in your maintenance contract. FatWire will use remote diagnostic procedures as required to help facilitate diagnosis and resolution. FatWire will use commercially reasonable efforts to respond according to the Response Specifications outlined below with respect to the severity level assigned to the case.
After looking at the definitions below, please determine the level of severity of your problem when you log your case. If at any time you wish to change the severity of your issue, please contact FatWire Technical Support to assist with determining the appropriate severity level. Note that response times are based on the assumption that the customer has immediately connected with a FatWire Technical Support contact, or that a voice mail or e-mail has been sent specifying the nature of the customer’s problem.

Severity 1 - Critical
The FatWire product suffers an error or issue in a production-down situation that cannot be reasonably circumvented and so substantially impairs the performance of the product or any components of the product, which are critical to the customer’s business as to effectively render them unusable. FatWire will acknowledge any such reported error or issue within thirty (30) minutes and FatWire will work twenty-four (24) hours a day, seven (7) days a week to identify the error or issue and provide an applicable fix or workaround.

Severity 2 - Serious
The FatWire Product suffers an error or issue that cannot be reasonably circumvented and so substantially impairs the use of one or more portions or features of the Product required by the customer to perform necessary business functions but does not effectively render the Products unusable as a whole. FatWire will acknowledge any such reported error or issue within two (2) hours and, if customer is using the products in production, will work continually within normal business hours to identify the error or issue and provide an applicable fix or workaround as required.

Severity 3 - Moderate
The FatWire product suffers a low impact error or issue (which is not of Severity 1 or Severity 2) that impairs the use of the features of the Product, but the reported error or issue can be reasonably circumvented. FatWire will acknowledge any such reported error or issue within eight (8) hours and will work within normal business hours to identify the error or issue and provide a mutually agreed upon resolution to the problem.

Severity 4 - Minor
The FatWire product does not incur an error and allows customer to function in normal business operations. However, the customer inquires about existing documentation, training, or standard use of products. FatWire will acknowledge any such inquiry within twenty-four (24) hours and will work within normal business hours to address and resolve the inquiry.

Service Level Agreement (SLA)
The SLA table below indicates when you will be initially contacted by a Technical Support Engineer, as well as how frequently you should receive updates (based on call severity).

Call Severity Initial Response Follow-Up / Frequency Workaround / Patch
Critical 1/2 hour Continuous As needed
Serious 2 business hours Daily As needed
Moderate 8 business hours 3 Days None
Minor 24 business hours Weekly None

Self-Help Tools
The following resources are available to assist our customers and require login. If you do not have an account, Sign Up Now.

Technical Support Knowledgebase
We encourage our customers to search the Technical Support Knowledgebase prior to contacting FatWire Technical Support for assistance. The Knowledgebase has hundreds of solutions that will help you resolve many technical problems before logging a case. You can access the Knowledgebase by logging into WebSupport.

Documentation
Up-to-date versions of all product documentation are available through WebSupport. Simply log into WebSupport and click the Document Center icon to view our extensive library of product documentation.

Release Notes
Release notes are shipped with the product and are also available online. Information included in release notes:
  • New features
  • Changes since the last major release
  • Last minute changes/information that could not be included in the documentation
  • Known issues
  • Bug fixes

Technical Bulletins
Email notifications will be sent to you to inform you of important technical information, including new product releases, bug workarounds, occasional FAQs, and so on.