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What is the RIA HelpDesk?

RIA HelpDesk is an online technical support management system that Enterprise Edition customers have access to for initiating and managing all of their technical support needs.

What is Web-based case management?

Web-based case management is exactly what WebORB HelpDesk is used for.

How does the RIA HelpDesk benefit customers?

Instead of initiating support requests via email, which can be easily lost or blocked by SPAM filters, we provide customers with a centralized repository and private account for initiating trouble tickets and working with the support engineers to resolve issues.  All the information is located in one place and only you have access to your information.

Must I use the RIA HelpDesk to initiate a request for support?

Yes, unless you have a Severity 1 issue and you are unable to first initiate the response through the RIA HelpDesk.

How do I obtain a RIA HelpDesk account?

When you purchase an Enterprise Edition an account is created for you.  You will receive an email welcoming you into the system.

How many technical contacts am I allowed?

It will depend on the type of support you purchased.  Please contact your account manager to determine how many technical contacts you are allowed.

How do I add or change the technical contact information for my company?

You will need to submit your change in writing to support@themidnightcoders.com.

May I share my RIA HelpDesk account with others?

No.  Although, you can request a temporary change due to a long term absence, sickness or some other circumstance that would prevent you from accessing your account yourself.

How does phone support work?

First verify that the subscription or support plan you purchased includes phone support.  If it does, you will need to initiate a support request via the RIA HelpDesk first (if possible) before calling 1-888.MYWEBORB option 2.  Note that some support plans only allow phone support for Severity 1 issues.

What are the support hours of operation?

Normal support hours are 8am-5pm (Central) Monday-Friday.  Extended support hours are 8am-10pm (Central) Monday-Friday.  24x7 support is available for an additional fee.

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How can I get installation and configuration assistance?

Supported customers would simply submit a request for installation and configuration assistance in the RIA HelpDesk.  Unsupported customers should contact sales@themidnightcoders.com or call 888-MYWEBORB, option 1 to discuss needs.

Why would I want to receive the RIA Best Practices Newsletter?

Midnight Coders has been working in the RIA space for six years and having created one of the most popularly used integration platforms, we think we might have a few tips you could benefit from.

How do I access the KnowledgeBase?

The KnowledgeBase is accessible via the RIA HelpDesk.  It contains hundreds of articles and examples to help developers come up to speed rather quickly on the various features and functionalities our products have to offer.  Purchase of a subscription or support plan is required for access to the KnowledgeBase.

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What information must I supply when I initiate a request for support?

Supply as much information as you can that would enable us to duplicate the problem on our system. Relevant data would include, but not limited to, log files, program scripts, description of hardware and software environment, examples of the input and output information.

What happens after I initiate a request for support?

You will receive an email from support acknowledging receipt of your support for request and an indication that we are looking into your problem.  If we require additional information from you to help troubleshoot the issue, you will be contacted within the expected response timeframe.

How long will it take to provide a resolution to my problem?

It is difficult to articulate and exact time you should expect a resolution to your trouble issue.  We can assure you that we are following the industry norms of “good faith” effort to diagnose your trouble issue and return a remedy as quickly as possible.

How are bugs addressed in the Community vs. Enterprise Editions?

Bug fixes and patches are immediately rolled into the Enterprise Edition solution and released in a scheduled Rapid Update.  Bug fixes and patches are later rolled into the Community Edition product, but on an unscheduled basis.

What is the Enterprise Edition Hot Fix Build?

Enterprise customers who encounter a known or undiscovered WebORB server bug (not currently addressed in any current builds) which causes a major business interruption, can be assured that Midnight Coders will work to create a Hot Fix patch for the customer’s use.

Does support cover non-Midnight Coders products?

No.

May I escalate the priority level of my request for support?

Yes, if your support benefits allow such escalation.

Does Midnight Coders offer any single-incident support?

No.

What is remote troubleshooting?

Sometimes it is easier to troubleshoot an issue, especially if duplication on our system is not possible, by either engaging in a screensharing session with one of our support engineers, or allowing one of our support engineers to log into your servers to handle a task directly.  Some of the tasks that can be done by logging into your system include: information gathering for system and server diagnostics and remediation, installation and upgrade assistance, and performance and stability diagnostics and remediation.

What is a Support Advocate and do I have one?

A Support Advocate is someone assigned to your account that can facilitate communication and access to support engineers for special circumstances.

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Can I share my RIA HelpDesk account with my customers?

BIG NoNo.

What if my customer wants to contact Midnight Coders directly for support?

Whomever the Enterprise License was purchased for may obtain support from us.  Your customer can be named as the technical contact or they may name you as the technical contact.

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CPU

A CPU is a Central Processing Unit consisting of multiple cores .  A single CPU is assigned to a single socket.

Server

Server refers to a complete computing system comprised of one or more CPUs, cores and/or virtual instances, disk storage, operating system and network connection. 

Failover Server

A Failover Server is any computing system serving as a “backup” or “replicated” environment used only in situations where the production system is down.  The Failover Server consists of an equivalent or lessor configuration of CPUs or Virtual Instances and is invoked for less than 30 days.

Technical Contact

The Technical Contact is the single or multiple point(s) of contact within the customer organization authorized to receive support.       

Incident

An Incident is a single discreet technical problem, which cannot be subdivided and is clearly defined in scope.  A request for support on a single incident may involve multiple support interactions, but is clearly delineated from multiple support incidents.

Severity 1

Software is not functioning in accordance with the Specifications, and    production or mission-critical business operations cannot be performed if service is not restored quickly. No work-around is available. Both Midnight Coders and Licensee are willing to commit full-time resources around the clock to resolve the situation.

Severity 2

The Software is not functioning in accordance with the Specifications, affecting significant aspects of business operations. No workaround is available. Midnight Coders and Licensee are willing to commit full-time resources during business hours to resolve the situation.

Severity 3

The Software is not functioning in accordance with the Specifications, but most business operations continue. A known work-around exists. Licensee is able to implement the work-around without severe interruption of production processing.

Severity 4

Licensee requires information or assistance on Software capabilities, installation, or configuration; Licensee reports a cosmetic or Documentation issue that has no material impact on current productivity, or Licensee reports a problem or makes a suggestion that would result in a product enhancement.

Response Time

Initial response time is met with an automated message indicating that we received your request for support and that we are working on a resolution.

Release

Means the Major and Minor Releases made generally available from time to time by Midnight Coders. Software Releases do not include Options, new products being added to a product line, or new functionality that is sold as a separate product.

Time to Resolution

This cannot be a predefined estimate since each application environment is different and Midnight Coders has no control over your custom application implementation.  Midnight Coders does commit to and endeavor to solving your unique problem given that problem is truly WebORB related.  If it is not, we will promptly notify you of incurred or anticipated non-WebORB related technical support issues and invoice you appropriately in accordance with our current Professional Services rates.

Build

Proprietary source code that is converted into standalone software.