North American Software and Hardware Support

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.

CANBERRA will immediately notify all customers with a licensed software package that is affected by a critical software problem. Notifications are mailed to the designated system manager and include a description of the problem and programs affected. When applicable, temporary “work-around” solutions are provided with each notice. These notices are generated (but not limited to) the following cases:

• Program output values appear reasonable, but are incorrect.
• Internal data files are being altered or corrupted.
• Program will not execute correctly under certain conditions.

For software issues that do not constitute a critical problem, CANBERRA will issue a Software Services Bulletin (SSB). This notice conveys relevant technical information used to correct or clarify (a) misleading or incorrect documentation, or (b) the operation of a particular software application.

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.

Depending on your remote assistance access security requirements, we can remotely access your system in order to provide software and hardware technical setup assistance.

Please contact CANBERRA’s Meriden Technical support facility at 1-800-255-6370 from 8:00AM EST – 5:00PM EST for assistance.

CANBERRA provides two mechanisms for reporting software problems or requesting enhancements:

• The CANBERRA toll-free software support telephone number.
• The postage paid SPR form supplied by CANBERRA.

All customer submitted SPR’s are reviewed on a daily basis and filed in the Software Service Department. This daily review ensures that any critical software problem submitted is given immediate attention. All submitted SPR’s of a non-critical nature are periodically reviewed and classified by CANBERRA. These SPR’s are then used to schedule all software maintenance and enhancements to existing software packages.

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.