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Support

Support, Service & Development » Support

Worldwide Support & Service: We have centralized our systems to make sure you are getting a effective support & service To make sure your issue are not overlooked or forgotten, submit a ticket with your questions and issue in our homepage Contact Us. Considered…

Contact us

Contact us

WORLDWIDE SUPPORT AND SERVICE CONTACT US – info@ontolica.com – OUR IN OUR HOME PAGE We have centralized our systems to make sure you are getting a effective support & service To make sure your issue are not overlooked or forgotten,…

Online support

Support, Service & Development » Support » Online support

We only deliver support via our central ticket system All issues must be submitted to our homepage – Contact & Support – system, any other type of support method it is considered as payable service time. All inquiries and dialog regarding finance,…

Support & Service Program

Support, Service & Development » Support & Service Program

Learn more about our Support & Service products We rise by lifting others Introduction More: Quick Links Pricing & Plans Software Maintenance Order, Purchase & Delivery FAQ Software Assurance

Support & Service levels

Support, Service & Development » Support » Support & Service levels

WORLD WIDE SUPPORT & SERVICE CENTER Level 0 support & service Reserved for automated or self-service tasks without the aid of a personal support. Level 1 support & service Only provides basic support, such as standard instructions, ticket routing and…

Support, Service & Development

Support, Service & Development

Find Contact and Support in our homepage Support & Service Program Support Service Development More: Quick Links Pricing & Plans Software Maintenance Order, Purchase & Delivery FAQ Software Assurance

Support respons time

Support, Service & Development » Support » Support respons time

WORLDWIDE SUPPORT & SERVICE CENTER Response time are depending on what support or service agreement your company or organization has a subscription to Software Assurance Only 1-level support Normal and known issues First in, First out Support Assurance 1…

How to request support

Support, Service & Development » Support » How to request support

Submit a service ticket with your issue in our Support and Service Center Just follow the instruction and fill out with complete information, and our team will get back to you as soon as possible. Fast lane tickets: For our team can make an effective support &…

Not considered as support

Support, Service & Development » Support » Not considered as support

The support tickets have to be an effective and constructive way to solve the issues together. Not considered as support: Issue of a character there can’t be solved within the ticket in the Support & Support Center Issue of the type, we can’t solve within a…

Do you offer Phone support

FAQ » Do you offer Phone support

Sorry, we do not offer any Phone support All issues must be submitted to our homepage – Contact & Support – system, any other type of support method it is considered as payable service time. All inquiries and dialog regarding finance, payments, and…

How to transfer big files for Support?

FAQ » How to transfer big files for Support?

Alternative quick and easy XXL file transfer service. When files are too big for the normal e-mail tickets No need for FTP etc It is so very easy, just .. Request an e-mail address of your issue contact Go to https://www.wetransfer.com/ Use the e-mail…

Do you have support for Lotus Notes?

FAQ » Do you have support for Lotus Notes?

Unfortunately, we do not offer support for Lotus Notes.

Pricing

Pricing

Consultancy Service 12 Months Voucher Card 5 Hours Service 10 Hours Service 25 Hours Service Most Popular 5% Discount 10% Discount 2,000 3,800 8,100 Contact Us Contact Us Contact Us…

Quick Links

Introduction » Quick Links

Introduction Software Maintenance Support, Service & Development FAQ Pricing Order, Purchase & Delivery Agreements Contact us

How to use docs.surfray.com

Introduction » How to use docs.surfray.com

PROBABLY YOU WILL FIND ALL INFORMATION YOU NEED: Please use: the Search box in the upper right corner or the menu to jump around or Contact us here .. Customer Programs with more lots of relevant information: Search & Preview Mondo Search Support &…

FAQ

FAQ

Frequently asked question Please use: the Search box in the upper right corner or the menu to jump around or Contact us here .. Customer Programs with more lots of relevant information: Search & Preview Mondo Search Support & Services

Order, Purchase & Delivery

Order, Purchase & Delivery

Use Contact and Support on our homepage 24/7 to order products ORDER NOW Purchase Order Process Payment Methods Currency & Valuta Delivery Time Office Information More: Quick Links Pricing & Plans Software Maintenance Order, Purchase &…

I have a great idea for development

Support, Service & Development » Development » I have a great idea for development

We would very much like to hear more … User driven development We believe the best software solve real problems and needs, so the most important development is customer and user requirement Please use our Support & Service Center and submit a ticket with…

Escalate to management

Support, Service & Development » Support » Escalate to management

How to get an issue escalated to management Please consider and understand that our support and service team will assist you as much as possible, of course with respect to our guidelines, the terms, and conditions on an issue. The best way to solve an issue will…

Ticket Status

Support, Service & Development » Support » Ticket Status

The support tickets is an effective and constructive way to solve issues together. TICKET STATUS Open New issues, Replies (response) from the user In Progress Is been handled, assessed, worked on, escalated Awaits Expert…

Software Assurance (SA)

Agreements » Software Assurance (SA)

The access to our Support and Service program GUARANTEE - for access to software usage rights, maintenance, upgrade, support and services Software Assurance (SA) provides running and working software solutions: FREE – Usage rights in accordance with the…

Privacy Policy

Policies & Disclaimers » Privacy Policy

PRIVACY POLICY STATEMENT THE MANUFACTURE AND SOFTWARE HOUSE HEREINAFTER CALLED (the “Company,” “we,” or “us”) respect your privacy. This Privacy Policy Statement (“Privacy Policy”) describes the ways we collect information from and about you, and what…

Online Service

Support, Service & Development » Service » Online Service

Our best practice for connecting in online meetings It is our experience that international companies and organizations are using so many different and preferred online meeting systems, that we had to make a simple and effective process guide for everyone to use …

Renewal with PO Process

Software Maintenance » Renewal with PO Process

We support manual Renewal Purchase Order Process (PO/POP) on most of our software, assurance, subscription and service products. Most of our finance, administration, renewal, and software license key activities are outsourcing to 3rd party suppliers, and the cost etc.…

Assurance prices

Pricing » Assurance prices

Software Maintenance, Support & Service The yearly 12-months assurance fee is a percent calculated on the end-users registered inventory of software licenses, but never less than the minimum fee on the assurance. More on the main Software Assurance More on the…

Introduction

Introduction

SUPPORT & SERVICE PROGRAM We provide Support & Service in regards to our software programs. How to fast find your needed information Use our Support & Service Center to get assistance Access to software, maintenance, upgrade, license key, support &…

Software Versions Supported

Software Maintenance » Software Versions Supported

Standard support for the 2 latest versions What is the latest 2 versions?: The latest active General Available (GA) version and one active software version back. Example: v7.1 latest GA software version v6.x as one version back v5.x no normally support…

Are there any maintenance fees?

FAQ » Are there any maintenance fees?

Yes, access to our running software, maintenance, support & service all starts with an active Software Assurance (SA) The Software Assurance (SA) provides software updates and free level 1 support with access to the service program Are Mandatory add-on for other…

Software Maintenance

Software Maintenance

Software, upgrades, license key, support & service It all begins with a Software Assurance (SA) Provides access to Software usage rights, new versions, upgrades, support & services Extended Software Maintenance, Support & Service Practical Request of License…

Delivery Time

Order, Purchase & Delivery » Delivery Time

We will always do our best to deliver on-time and when possible – before time Most of our finance, administration, renewal, and software license key activities are outsourcing to a 3rd party and the cost etc. for the processing will be added to the PO invoices…

How to submit a ticket?

FAQ » How to submit a ticket?

WORLDWIDE SUPPORT & SERVICE CENTER Submit your issue in our homepage Just follow the instruction and fill out with complete information, and our team will get back to you as soon as possible. Read more of ticket…

How to request service

Support, Service & Development » Service » How to request service

Submit a service ticket with your issue in our Support and Service Center Just follow the instruction and fill out with complete information, and our team will get back to you as soon as possible. Pricing Service Price Sheet Use our Support & Service…

How to request development

Support, Service & Development » Development » How to request development

Submit a service ticket with your issue in our Support and Service Center Just follow the instruction and fill out with complete information, and our team will get back to you as soon as possible. Service Price Sheet Use our Support & Service…

Remote Service Assurance (RSA)

Agreements » Remote Service Assurance (RSA)

Remote support & service The assurance offers end-users organization access to remote support & service on end-users installation via end-users remote access systems. Are for companies and organizations using our software, where the solution is of a great value and…

Online Service Assurance (OSA)

Agreements » Online Service Assurance (OSA)

Online support & service The assurance offers end-users organization with access to online support & service via end-users online meeting system, skype, business skype or similar. Are for companies and organizations using our software, where the solution is of a…

Currency & Valuta

Order, Purchase & Delivery » Currency & Valuta

$ USD From the 1 of March 2018 it is very simple We only use one currency – USD Other currency Some of our payment systems support valuta price approximate calculation Centralized outsourcing We have outsourced the most of our finance, administration,…

Renewal with Planning

Software Maintenance » Renewal with Planning

Avoid delays, frustration, panic or need of express delivery with extra cost Plan ahead: If your renewal process is a manual PO Process and the delivery of the License Key also are a manual process, it can be important to plan in good time If the renewal payment…

What Languages is supported

FAQ » What Languages is supported

Which Languages is supported by Search & Preview Most of the languages supported by SharePoint are supported in Search & Preview Installer: English Standard program interface: English Supported (search center creation, translation of user pages): English, Danish,…

Supplier & Office Information

Order, Purchase & Delivery » Supplier & Office Information

USA Ontolica World Inc. 228 Park Avenue S, #300 10003 New York USA TAX ID: 32 – 0580260 For Bank information, W9 forms, ACH and more .. Contact us

Forms

Order, Purchase & Delivery » Forms

Forms w-9, ACH and more New Times – New Ways The bank have requested that all bank information most be removed from our web pages Therefor please contact us for bank information, W9, ACH or similar Thanks

Policies & Disclaimers

Policies & Disclaimers

The overall Policies & Disclaimers Always read and accept our Agreements, Policies, and Disclaimers before acquire and use our products, support & services Policies: Private Policy Disclaimers: Software Disclaimers

What happens when my subscription expires?

FAQ » What happens when my subscription expires?

If not renewed, normally all software, maintenance, support, and service are suspended and soon after terminated More: How to renew my subscription How to cancel my subscription How to run without a Software Assurance

Accept of Terms and Conditions

Order, Purchase & Delivery » Accept of Terms and Conditions

Read before acquiring and using our products Please read our standard Terms & Conditions carefully before asking us to provide any products and/or services, as your use or continued use of our products and/or services shall constitute your acknowledgment and…

Activation or Reactivation of Assurance

Software Maintenance » Activation or Reactivation of Assurance

Software Maintenance, Support & Service Software Assurance All agreements and assurances Get a missing assurance activated or a closed assurance reactivated. When your organization need to activate a Software Assurance (SA) on a software license there never…

Agreements

Agreements

Search & Preview Agreements Do you have all the Search & Preview Assurances you need? Software Assurance Source Code Assurance Online Service Assurance Remote Support Assurance Service Assurance Level 2 Service Assurance Level 3 End-user license…

How to cancel my subscription?

FAQ » How to cancel my subscription?

Submit a cancellation Ticket to our Support & Service Center Important: Remember to check the cancelation policy for your subscription (normally a period before a new period starts) Always make sure to pay the last renewal invoice to save further cost Confirm all…

Why upgrade now

Software Maintenance » Why upgrade now

Lots of good reasons to 1) Not all service-packs and upgrades are for the good As we all know – Microsoft (and other big brands) – keeps making a lot of updates and fixes to their software and sometimes this affects other software there are…

How to renew my subscription?

FAQ » How to renew my subscription?

Automatically renewal to you cancel the subscription Your subscription renewal will automatically continue until you cancel If you did not receive the e-mail with payment alert - Please check your e-mail spam box etc. - Please check if you are looking at the right…

How to run without Software Assurance?

FAQ » How to run without Software Assurance?

How can I run without a maintenance with the Software Assurance (SA) MANDATORY According to the end user license agreement (EULA) on nearly all our software, it is mandatory to have an active Key License and Software Assurance (SA) when using/running the software,…

Service Assurance Level 2 (SAL2)

Agreements » Service Assurance Level 2 (SAL2)

Access to service level 2 The assurance offers end-users organization 1st & 2nd level service with our team of consultancy. Are for companies and organizations using our software, where the solution is of a great value and where it is a requirement to have access to…

Service Assurance Level 3 (SAL3)

Agreements » Service Assurance Level 3 (SAL3)

Service Assurance L3 (SAL3) The assurance offers end-users organization 1st, 2nd & 3rd level service with our team of supporter, consultancy, engineers, and developers. Are for companies and organizations using our software, where the solution is of a great value and…

Rental of Consultancy

Support, Service & Development » Service » Rental of Consultancy

HOW TO GET STARTED Submit a Service ticket with your issue and needs: Consulting assistance Engineer assistance Development assistance Solution Service Check etc. After joint acceptance of quote (period & price), we will send you a confirmation with contact…

Priority of development

Support, Service & Development » Development » Priority of development

Customer driven development We believe the best software solve real problems and needs, so the most important development is customer and user requirement Development and Priorities When building an expanding our software systems, priorities of the development…

End-user license agreement (EULA)

Agreements » End-user license agreement (EULA)

END-USER LICENSE AGREEMENT (EULA) READ THE TERMS AND CONDITIONS OF THESE LICENSE TERMS CAREFULLY BEFORE USING THE SOFTWARE. THE MANUFACTURE (HEREINAFTER CALLED THE “SOFTWARE HOUSE” or “Software House”) OF THIS SOFTWARE PROGRAM (HEREINAFTER…

Are Scanned PDF files supported

FAQ » Are Scanned PDF files supported

Is Scanned PDF files Supported Yes, Scanned PDF files can be Previewed as any other PDF file. When the OCR scanning is done correctly, it will allow the best page feature to work. However, sometimes there are some limitations depending on how the document was…

Source Code Assurance (SCA)

Agreements » Source Code Assurance (SCA)

Software source code copy in 3rd party depot The assurance offers the end-users organization a secure way to protect and ensure against situations where the vendor can’t maintain the delivered software solution. Are for companies and organizations using our…