By submitting a ticket to our Support Center, you are agreeing with the following “Support Terms and Conditions”. You are also agreeing to respect our Support Policies and Procedures and acknowledging that you:
Understand the support requesting and escalation procedure through our Technology Partners and Distributors.
Have a valid reason for bypassing the Technology Partner or Distributor support procedure when you request direct support from MCL Technologies
Understand that you must submit a Technical Support ticket through our centralized support system to gain access to our support specialists
Understand that we do not offer telephone support
Understand that MCL Technologies handles support requests on a priority basis with priority service being given to partners, open partner support tickets, and organizations with MCL support and maintenance agreements
Understand that your ticket will be handled on a first come, first served basis unless you have a priority support service level entitlement
Understand that without priority support service level entitlement, we make no guarantees to respond to your request in a given period of time, but do our best to respond to you in a timely manner
Understand that we reserve the right to charge for support
Understand that support and maintenance agreements are available for purchase if you want priority support service level entitlement with unlimited direct access to MCL support specialists
Understand that we provide support for our software products only
Understand that we do not provide application consulting or debugging services for the applications you create using our products
For more information about our support policies and procedures, please see below.
MCL Technologies sells its software through its Technology Partners and select Distributors only. We have an agreement with each of our partners for them to provide support for the MCL products they sell. Therefore, the organization from which you bought your MCL-Collection software is responsible for supporting you regarding our software products. These agreements assure you of support for your MCL products from large organizations with the resources and extended support hours to handle all your support requests.
If you have a support issue, please contact the company from which your software was purchased and open a support ticket with them. If a partner is unable to resolve your issue for you, its support personnel involve our support specialists to help address your issue. We give highest priority support to our partners’ open support tickets.
We do understand, however, that on occasion you need direct access to our support specialists. This, however, should be the exception rather than the norm. Since your complete satisfaction and success in using our products is our ultimate objective, we do try to help everyone who contacts us for assistance. Please understand, though, that because our partners are responsible for providing support for our products, we are not structured to handle every support request from every customer throughout the world. We ask that you respect the correct support procedure so that we are able to respond in a timely manner to those who really do require direct access to our support specialists for one reason or another.
If, with this understanding of the correct support procedure, you still decide that you absolutely must have direct support from an MCL support specialist, please submit a Technical Support ticket. Be sure to give us as much detail as possible about your issue. The more information you provide in your submission, the better we can help you and the sooner we can resolve your issue! Furthermore, if you have a support ticket open with a partner regarding the given issue, be sure to give us the ticket number assigned to you by the partner; we give highest priority to these support requests.
Support tickets that are submitted directly to MCL Technologies and that have no priority support service level entitlement are handled on a first come, first served basis.
We reserve the right to charge for support. For those who want to be given priority unlimited direct support when support issues arise, we also offer annual support and maintenance agreements. Please submit a Sales Inquiry ticket to request information about purchasing this level of service.
Before submitting a Technical Support ticket, please verify that you have a valid product support issue. We provide support for our own software products only. Our support organization does not provide application consulting or debugging services for the applications you create using our products. If you have application related questions, we encourage you to use the Yahoo eGroup. It is one of the best resources at your disposal for getting answers to implementation related questions. This is a very active group that readily shares information relevant to the questions being asked.