Technical Support

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Software Support customers receive the latest software and documentation updates released by CANBERRA for each of their systems covered by a Software Support Agreement. All shipping and media costs are included in the annual Software Support Agreement.

To qualify for an annual Software Support Agreement, the software packages licensed on each system must be at the current revision levels supported by CANBERRA. If not, a one-time software and documentation update must be purchased for each system.

To ensure software compatibility between existing software applications on each system and future updates, you will be required to purchase software support for all software applications licensed on your system.

Toll-free telephone support is provided at no additional cost for all CANBERRA systems supported by an annual Software Support Agreement. This service is available during normal CANBERRA business hours and does not include weekends or scheduled CANBERRA holidays. This service provides immediate contact with a trained software support representative who can quickly respond to your request for assistance. The only information required when calling CANBERRA's toll-free telephone support line is the system’s “96-xxxx” or “97-xxxx” number. This number is a unique ID number assigned to each customer system.

CANBERRA software support includes separate media and documentation updates for each system supported. This ensures that all systems supported receive identical software distributions approved by the CANBERRA Quality Assurance Department and that documentation sets are readily available at each system for telephone support. Each software update includes detailed release notes describing the modifications incorporated into each software program.

All CANBERRA software modifications are performed in strict adherence to IEEE 730.1 Guidelines. This includes the generation and approval by CANBERRA of the Software Requirements Specification (SRS), Software Design Document (SDD), and the Software Verification and Validation Test Plan (SVVP). When the SVVP is completed by the CANBERRA Quality Assurance Department, a Software Verification and Validation Report (SVVR) is generated for approval. When the SVVR is approved, the software is released by the QA Department for distribution. Complete document control is maintained at all times by the CANBERRA Quality Assurance Department.

The logging of all customer support calls allows CANBERRA to maintain an on-line database of all calls logged through the Software Service Department. This provides a quick problem response by allowing CANBERRA support personnel to access similar information for previously entered questions or problems. This information is invaluable since the questions are based on customer “hands-on” operational experience with our software and systems.

CANBERRA provides the capability for our software support personnel to remotely access computers through the use of modems to expedite the solution of software support problems or operational questions. CANBERRA access to customer computers is controlled by the customer and coordinated by the Software Service Department. Please contact CANBERRA’s Software Services Department at 1-800-255-6370 for specifications required for modem support.

Software support can be provided for 3rd party software applications supplied by CANBERRA. This support provides toll-free telephone assistance and all software and documentation updates released during the support period. CANBERRA will provide all applicable 3rd party software support telephone numbers and required access codes. Software support calls for 3rd party software can be coordinated through the CANBERRA Software Service Department.

CANBERRA can provide software support specialists to perform the on-site software installation of all CANBERRA software updates. The support specialist can also assist with the resolution of analytical problems and provide system management services to ensure an optimum level of system performance.

CANBERRA has support staff trained in the use and maintenance of ORACLE, INGRES, and MS ACCESS available to provide support services for your database. This support may be via phone, modem, on-site, or a combination of all three. These services are designed to maximize the availability and performance of each customer’s database. Please contact the Software Service Department for pricing options.

CANBERRA can provide off-hours access to product knowledgeable personnel for support during emergency or critical situations. This service provides access to phone numbers for “beepers” and cellular phones carried by our programming support staff.

CANBERRA offers an attractive multiple system discount based on the total number of Genie-VMS or PC-based systems supported under a single support agreement. The standard discount policy for CANBERRA software applications is:

The above discount does not apply to 3rd Party Software or Database Software Products.

All software support services are invoiced “NET 30 Days”. Multi-year support agreements are invoiced yearly at the renewal of support services. Monthly or quarterly invoicing is available at an additional 5% of invoice total (minimum of $30 per invoice). 

All software support contracts renew from the termination date of the previous support period. Customers who renew previously expired support agreements and are no longer at the current package revision levels supported by CANBERRA will be required to purchase a one-time update to qualify for software support.

Software support contracts can be terminated at any time during the support period, provided that a written notice is received by the Software Services Department 30 days prior to the termination date. Any unused support funds will be refunded on a pro-rated monthly basis.