Contact and support

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Equisys is committed to providing the highest level of support to customers and partners to help them with technical queries. We conduct regular customer satisfaction surveys to ensure we maintain these high support levels.

 

Software Assurance

Software Assurance is our standard support contract, membership of the Zetafax Software Assurance Program protects your investment in Zetafax software. The Program automatically provides member customers with all software version upgrades and updates for a period of one year from the date of the agreement.

 

Software Assurance enables administrators to keep their systems up to date. It includes updates for new platforms and new versions of supported applications, as well as feature enhancements in new releases. It is the quickest, and cheapest way to get updates, which is why we include the first year as standard with all new Zetafax systems.

 

The Software Assurance Program is available for all Zetafax systems from 5 users upwards. One year’s Software Assurance is included as standard in certain countries with the Zetafax Business Edition and in all countries with the Zetafax Corporate Edition.

 

Software Maintenance

Software Maintenance is our premium support contract. It gives you telephone support and priority email support. It also includes automatic access to all updates and upgrades to the software. Software Maintenance is available in selected countries only.  Please contact Equisys or your local distributor for further information.

 

Hardware Assurance

Hardware Assurance enables you to protect yourself from hardware problems on all Brooktrout and Diva fax boards, including replacement hardware being available upon confirmation of a hardware failure. Using Hardware Assurance you can insure yourself against the costs and inconvenience to your business should a board fail, and also gain access to driver support and updates. Hardware Assurance is available in selected countries only.  Please contact Equisys or your local distributor for further information.

 

Obtaining technical support

Online support is available to all customers 24/7 through the Equisys Knowledgebase, which contains technical tips on how to get the most from your system, guides on implementation, and common fixes for known issues.

 

Equisys provides technical support through its offices in the United Kingdom and the United States and in other regions through its accredited distributors. You should contact your distributor for support availability. Contact details of your nearest Zetafax distributor can be found on http://www.equisys.com/buy/index.html. 

 

Before contacting support directly, please read the online help and the relevant parts of this guide. Search the support pages, and especially the Equisys Knowledgebase, on the Zetafax web site at: http://www.equisys.com/support

 

Finally, contact the software supplier from whom you purchased the software. In most cases the supplier will be able to provide support.

 

When contacting your local support center, please have the following information to hand:

•Full description of problem

•Product version and license number

•Product server PC operating system

•Client PC operating system

•Network operating system (e.g. Windows Vista)

•Contact phone number, address and email

 

Feel free to contact Equisys (or any of our distributors) with any comments or suggestions you may have about the software or the Installation and Configuration Guide.

 

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