Knowledge Database
Technical Support
Monday through Friday
6:00 am - 8:00 pm (EST)
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215.340.2890 |
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215.340.2894 |
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Training Information
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215.340.2890 |
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215.340.2894 |
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Technical Support
PARIS Technologies Technical Support is a cornerstone in our strategy by providing our customers, timely expert assistance and troubleshooting for PowerOLAP. Our dedicated support team is well equipped to supply the answers you need to ensure a smooth installation and productive operation of PowerOLAP.
Read about our Consulting and Support Program
Using PARIS Technologies Technical Support
Before calling Technical Support - Documentation
Whenever you have a question or problem, your first step should always be to consult the appropriate documentation. If you cannot resolve the issue, and you require assistance from PARIS Technologies Technical Support, carefully record the circumstances under which the problem occurs.
When you decide to call
To ensure that issues are resolved in a timely and effective manner, please have the following information available when you call the Support Center for assistance:
Contact Details (name, company, phone, email)
PowerOLAP version number (found under help about PowerOLAP)
Excel Version and Service Release (found under Help about Microsoft Excel)
PowerOLAP Client operating system name and version number (i.e. Windows 95, 98, NT, 2000)
PowerOLAP Server operating system name and version number (i.e. Window NT, 2000)
SQL Database vendor name and version number (if applicable)
ODBC vendor name and version (if applicable)
Any product or operating system error numbers and message text
Detailed description of the problem
Whom to call
Direct all support calls to our Support Center Help Desk: 215.340.2890
The Help Desk will record all relevant details and assign a Call Reference Number. The Help Desk will transfer the call to an available Support Associate.
If your call is a follow-up to an existing query, please quote the Call Reference Number to ensure continuity. You will be transferred to the appropriate Support Associate.
In the event that we are unable to immediately transfer the call to a Support Associate, we will respond to your request as soon as possible.
Submitting an electronic issue request
If a support issue does not require immediate attention, you may send an electronic issue request via e-mail. We will respond to electronic issue requests within one business day from time of receipt.
The address to submit support issues through e-mail is: support@paristech.com
Please include all relevant details with your request (see Preparing for a call, above).
Escalation of an issue
Support Center team members follow a defined set of procedures for escalating an issue until an acceptable resolution is found.
If your issue cannot be resolved during the initial response, the Support Associate may enlist the assistance of additional Support Associates who have experience and knowledge in dealing with a particular problem. The Support Associates may use our laboratory, where they can attempt to replicate the problem on a similar configuration.
If the issue still cannot be resolved, the Support Associate can forward the issue to our Escalation Team, which consists of System Engineers and Product Developers. At this point, the Support Manager will be notified; s/he will continue to monitor the progress until an acceptable resolution is found.
Closing Issues
An issue is considered closed only when you and the Support Associate agree that a suitable answer, response, solution or workaround has been provided. In some instances, an issue may be closed and then re-opened at a later date if an intermittent problem is occurring. Since all closed issues are available to Support Associates on-line, they can refer back to a closed issue if a similar problem is reported in the future.
If an issue has been identified as a product bug or defect, and is not included in any of the current releases or patches, the Support Associate will seek to close the issue and supply you with a Call Reference Number. This number is your record that the product development team has received the issue. This number may be used to track the final resolution of the issue.
Supported Versions
Supported versions are limited to the current product version, as well as the most recently superseded product version for a maximum of 6 months.
Supported means that we can provide patches for product bugs that are reported during the supported period. Once a product has been designated as No Longer Supported, we will continue to offer assistance for that version; however, we may require an upgrade to the currently supported version before we can provide any patches.
We highly recommend maintaining PowerOLAP at the currently supported release and strongly recommend maintaining regular back-ups of critical files, data and programs.
Software Updates
Each customer with a current Maintenance agreement is eligible to receive software updates. These update are available through the Product Updates section on our Web Server.
Third Party Software
PARIS Technologies Technical Support does not provide technical support for third party databases and connectivity-related issues such as networking or ODBC.
Information Updates
The Support Center will send out regular information updates via Internet mail. To take advantage of this facility, make sure that you are on the distribution list. Submit your e-mail address to support@PARIStech.com requesting that your name be added to the distribution list.
