TECHNICAL SUPPORT

24x7x365 Mission Critical Technical Support

Contacting DINO Technical Support

Support: 1-800-480-3466 (1-800-480-DINO)
Office: 703-768-2610
Fax : 703-765-7588
Email : support@dino-software.com Note: For any Sev 1 or 2 issues, please always call for immediate assistance.


Problem Severity Levels

Problem Severity Levels are set at the discretion of the Customer.

Severity Details
1 THE PRODUCT IS NOT OPERATIONAL
2 THE PRODUCT HAS SEVERE PROBLEMS TO ITS FUNCTIONALITY
3 The product has non-critical limitations to functionality. Password has expired and you need a new password to get up and running.
4 Usage questions that go beyond normal first level support or documentation issues.
Configuration Issue Upgrading your CPU, adding MIPs, or configuration change. Require administrative assistance.
Contract Issue Contract issues regarding maintenance and Services.
Feedback General questions, comments, suggestions or enhancement requests should be directed to support@dino-software.com
Non-technical questions regarding partnerships etc. should be directed to sales@dino-software.com

SEVERITY ONE or TWO problems

Action: Customer should report immediately by telephone to the above shown numbers indicating the Severity Level of the problem. All points of contact may be used concurrently. Customers that have received home or cell phone numbers of Dino-Software technicians may call them at any time after first calling the primary support numbers.

Response: Dino-Software will make every effort to respond within one hour and work with the user until the problem is resolved. Internal procedures at Dino-Software require 3 senior level technicians and a sales representative be notified immediately upon receipt of a Sev1 call, 24/7, ensuring quadruple redundancy in case of emergency.


SEVERITY THREE problems

Action: Problems may be directed by phone, fax or email at the Customer’s convenience.

Response: Dino-Software will try to respond within 8 hours and resolve the problem as fast as possible.


SEVERITY FOUR problems

Action: Problems may be directed by phone, fax or email at the Customer’s convenience.

Response: DINO-Software will try to respond within 24 hours and resolve the problem as fast as possible.


 Problem fixes

Dino-Software will provide problem fixes to customers in object code form, including documentation on how the fix should be applied at the customer site. Dino-Software will supply a program build number as a unique identifier for each fix, and will enter that identifier into the problem entry in our problem tracking system. We will test the fix prior to sending it on to the customer site. When the fix has been successfully applied at the customer site, Dino-Software will close the problem entry in the problem tracking system.


Enhancement Requests (EMRs)

EMRs should be directed to support@dino-software.com