Published: Febuary 01, 2005 | Updated: July 20, 2006
Technical Support is provided for issues that are demonstrable in the currently
supported release(s) of a GoMyTEAM licensed program and/or trialware program,
running unaltered, and on an appropriate hardware and operating system
configuration, as specified in the program documentation.
GoMyTEAM® will provide support services in accordance with GoMyTEAM's privacy
policy. Our privacy policy is available at
http://www.gomyteam.com/privacy.aspx
These Technical Support policies are subject to change at GoMyTEAM's
discretion.
business day and hours
GoMyTEAM® Support Center hours are standard business hours (Monday-Friday
9 a.m.-5 p.m. PST, except holidays).
For the purposes of determining response time, requests received outside
GoMyTEAM's business days are treated as if they were received on the next
business day.
end of support policy
GoMyTEAM® supports each major version of our products from
the time it is released until 6 months after the next major version becomes
available. For example, we will normally discontinue support for version
2.x of a given product 6 months after version 3.0 becomes available.
Policies for the support period and end of life for GoMyTEAM® products are as
follows:
Customers who own a version of GoMyTEAM® products that has passed its end of
support period and still require support are encouraged to purchase a new
supported version of that product.
The current version of MyJAL™ MediaPAL Edition is version 3.0, which is
available directly through GoMyTEAM®.
response times
A response means that we answer your web request and
acknowledge your issue, then assign the issue a service request number.
In some cases, we may need to obtain additional information from you in order
to resolve the issue.
Response times depend on the severity level
of the issue. The support technician will determine your problems
severity level.
During Regular Business Hours Emails will be routed directly to the Technical Support
Engineers on duty.
Pre-sales technical assistance
helps you with product features and functionality, and includes essential
information, problem troubleshooting, configuration options and compatibility
advice. It is recommended that all users use the knowledge center on this
website to answer your technical questions and/or concerns.
Customer technical assistance
helps you get answers fast from our support technicians. As a
registerd user, you get all the pre-sales technical assistance with a faster
response time. See target resolution times.
Outside of Regular Business Hours
Your email will be routed on the next business day.
support request closure
A Support Request is typically closed when you confirm that a
resolution is reached or if we do not hear back from you after three attempts
to contact you over a ten day period. We may also close Support Requests
if we cannot resolve, or choose not to resolve certain issues, with
acknowledgement and agreement from you.
We will keep your request open and follow up with you when a fix is available
in a production release. We will also contact you if we post an
experimental build to address your issue.
If your support request has been determined uncorrectible
by our technical support staff, and has been documented that the problem
is not related to software and/or hardware problems not correctible
by replacing faulty hardware or reinstalling/updating software,
including the operating system, a refund may be submit by the technical support
staff at the request of the customer. The refund will close the support
request.
After a response has been provided, our support technicians
will resolve the issue by provideing the necessary troubleshooting,
workarounds, hotfix, updates and/or patches. Resolution times will vary on the
severity level of the technical issue.
upgrades and updates
We provide software releases to fix problems uncovered in our
current products.
We use two mechanisms to provide bug fixes:
¹Product
Updates Product updates are released regularly to provide
fixes to bugs identified in current releases, and may include some minor
enhancements. Such udpate releases are cumulative, so you only need to
install the lastest update to benefit from all the available bug fixes.
The number in the "y" position changes in the versioning of a product update.
e.g., MyJAL™ 2.1 is a product update fro MyJAL™ 2.0, and contains a number of
bug fixes and support for some other features.
²Product Upgrade A product upgrade will normally include all the bug fixes
provided by releases for the previous version. In addition, it will
contain fixes for critical and serious bugs discovered since the last release,
and as many fixes for non-critical bugs as is feasible within our development
schedules. As appropriate, bugs identified and not fixed in the release
will be documented in the Release Notes. Product upgrades also provide
functional enhancements. The major versions for product upgrades are
identified by a change in the "x" position to the product version number.
e.g., MyJAL™ 3.0 will be a product upgrade from MyJAL™ 2.x. Your
license key for Version 2.x will not work with version 3.0.
We do encourage you to install our product upgrades as soon as it is feasible.
version support
A GoMyTEAM® product version has two numbers in the format x.y.
The number in the "x" position identifies a major release. The number in
the "y" position identifies a minor release or product update.
As a general policy, GoMyTEAM® supports each major version of our products from
the time it is released until 6 months after the next major version becomes
available. For example, we will normally discontinue support for version
2.x of a given product 6 months after version 3.0 becomes available.
