Support

24/7 Round-the-Clock Mission Critical Support

1-800-480-3466 (1-800-480-DINO)
Phone: 703-768-2610
Fax: 703-765-7588
support@dino-software.com

Problem Severity Levels are set at the discretion of the Customer. For assistance in determining the severity level, see the table at bottom of the page.

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 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 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) should be directed to tech-team@dino-software.com

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Severity Query Guide

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