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Support Policy
SituGen Technical Support Service Policy
SituGen's Technical Support is dedicated to providing timely, thorough, and efficient resolutions for customer installation and other operational issues directly related to the SituGen products.
SituGen's Responsibilities
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Utilize best efforts to resolve incidents, in a timely manner, submitted by our customers
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Document and record each incident, and its resolution
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Track the timeframe an incident remains open, and escalate when required
Customer Responsibilities
Perform problem determination and diagnostic activities as may be suggested by SituGen's Technical Support staff, promptly and completely
Response Time
"Response Time" is defined as the length of time between when a call or e-mail message is received and logged by SituGen's Technical Support team, and when a SituGen technician contacts or responds to the customer. Although we cannot always guarantee response times, a combination of incident severity or urgency level is used in part to prioritize incidents. SituGen's Support Services endeavor always to respond to customer inquiries in a timely and efficient manner. In general, SituGen Technical Services will reply to you within 2 business days.
Reporting on Incidents
Please ensure that you provide the following information when reporting an incident to SituGen's Support staff:
Your Name and applicable contact information (phone number or e-mail address)
Your account number or order number (or if you did not purchase direct from SituGen your full address including postcode/zipcode)
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Company Name (if applicable)
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A complete description of the problem, issue, or error message
Contacting SituGen Support via the Web
Customers can contact our support department by using our online support form
For follow-up e-mail correspondence directed to a particular technical analyst, please also include their name in the subject line
Contacting SituGen Support via Telephone
SituGen Technical Support services uses an automated call forward system, which queues calls for the next available technical analyst. Please note however that, although actual support is free to SituGen customers, telephone calls to our technical support numbers are nevertheless subject to standard calling rates. Please choose the most appropriate phone number listed below:
Phone: + 972.3.7522030
9 am - 6 pm, Sunday - Thursday, GMT+2
Contacting SituGen Support via Fax
Fax: +972.3.7521133
Disclaimer
Support options reflect SituGen's current support policies and do not constitute a warranty for support. Your agreement with SituGen for the use of your SituGen product or products is governed by the end user license agreement accompanying the purchased product. SituGen reserves the right at any time to change its Support options and policies without notice to the end user.
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