Olaf Support Information

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Olaf Solutions Support Ticketing System

 

For Support Call:  504-207-3075  Choose Option: #2

To Create a Support Ticket “Click Here

To view the Status of a previous created Support Ticket “Click Here

 

 


For the past 27 Years Olaf Solutions is proud to have been able to provide support to our customers. Olaf Solutions has two types of Technical Support, Immediate Access Support which is purchased annually, and a per incident support.

Olaf Provides support for all products sold by Olaf – including Microsoft Operating Systems, Microsoft Office Products, Positive Software Products, Samson Products, Wasp Technology Products, SCO Caldera Products and Hardware.

Immediate Access Support –    Immediate Access Service (IAS) is a software support contract where OLAF responds to the Customer within an hour of a call for support.  In addition, the service provides the documentation of the software supported.  Support hours are Monday through Friday 8:00 AM to 6:00 PM.  OLAF does make reasonable efforts to answer calls beyond these hours, however, response times are not guaranteed.   Software support covers all questions, file and program maintenance.  Software support does not cover program changes, virus and malware infections and hardware failures.  Software support generally does not cover on-site visits, or recovery from operator errors.  If your company has a server product this support also provides for the server to be proactively monitored 24 hours a day.  Immediate access customers also are given the Cell phone numbers of our Engineers.

Per incident support covers a specific problem and a single price is charged. This charge covers all time taken to bring the problem to a satisfactory resolution.  If you have an account in good standing, you will be billed for the call; otherwise we will expect a credit card for payment at the time of the request for Support.   Per Incident support is also available after hours.   Our current per-incident support charge is $125.00 and for afterhours it is $200.00

All support calls are prioritized by severity of business impact and IAS Contract Customers are given priority.

To obtain support we request that you contact OLAF by telephone.  During business hours we would prefer that you call the office for support requests (504-207-3075).  This will allow the next available person to respond to your request.  For afterhours critical support you may press 0 during the voice mail messages and you will be connected to the cell phone of one of our support engineers.  If you use this process and the call is not answered, please leave voice mail as the caller id is our office.  Your call will be answered as soon as possible.

 

w82txt-no-phone-iconWe generally request that you do not use text messages to contact us as the messages are   often lost in the number of messages we receive from the server monitor program and may result in extended  period of time before we respond.  For non-critical issues feel free to e-mail  support@olafsolutions.com  which will open a support ticket and the first available technician will respond during business hours.

Warranty (Download)