The Midnight Coders: Overview

Support

Midnight Coders is continually expanding its RIA Platform and is committed to delivering excellent support to meet our customers' specific development and runtime needs. We will tailor a support plan that meets your needs and budget. Just call 888-MYWEBORB, option 1 or email sales@themidnightcoders.com to learn more.

The following describes some of the support benefits you can expect from Midnight Coders.

Quick Start Help

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Installation & Configuration Assistance: Helps get you up and running with WebORB and also helps you if you run into problems during upgrades.
RIA Best Practices Newsletter: Each month we will provide you with some new tip that may not be readily apparent to deepen your knowledge and use of WebORB. You'll also receive important information about new products, training and events.
Developer Forum: This is an online community where developers turn to to share information and help one another with WebORB related issues.
Online Knowledge Base: The Knowledge Base is an online repository of documentation, articles and examples that is available to subscription and support plan customers.

Problem Resolution

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Web-Based Case Management: All trouble tickets are initiated and managed within our RIA HelpDesk system, which is an online system. This is where supported customers go to initiate their trouble tickets and receive email response for non-Severity 1 issues. Consider this your private forum where you can interact with the technical engineers who know the most about WebORB and how to help you. This is also where you can gain access to the KnowledgeBase.
Access to Update Center: We keep a private location for most recent updates that have not been made generally available. As a supported customer, you will have access to this update center.
Advanced Release of Certified Builds: Just like you have access to updates before they are made generally available, you will also have access to certified builds before they are rolled into the general release.
Support Hours: Standard support hours are 8am to 5pm (Central) Monday thru Friday. Extended support hours are 8am to 10pm (Central) Monday thru Friday.
Email Support: Every supported customer has access to email support through the RIA HelpDesk.
Phone Support: Depending upon the type of support you purchased you may or may not have phone support or your phone support may be restricted to Severity Level 1 issues. Severity Level 1 means your production system is down and there is no work around and it is severely impacting business operations.
Phone Support Hours: If you have phone support, these are your hours of access.
24x7 Support: 24x7 Support is available as a premium add-on