Technical Support
Our technical support is intended to provide you with help to resolve problems concerning the installation, configuration, tuning, testing, and operation of our products.
We have two teams to serve you. Our Frontline Support Team will answer all incoming calls, faxes, and emails. They will record the contact information, provide a case number (necessary on all future contacts), and assign a severity rating from low to critical, depending on the state of the product (see Case severity table). The Frontline Team provides a very quick response and resolution on most cases (approximately 85%). When necessary, Frontline Support will forward more complex cases (approximately 15%) to our Research Support Team who will then research a resolution and consult with our development staff as needed.
|
Low |
A question or a request for a product enhancement is made. |
|
Medium |
The Barr product is operational, but a problem has been identified and a specific portion of the product either provides incorrect results or is not operating as documented. A workaround is available. |
|
High |
The Barr product is operational, but its functionality is seriously affected. If a workaround has been provided, the loss of functionality can only be sustained for a few days because of its impact on your business. |
|
Critical |
The Barr product is inoperable and no workaround is possible. |
All Barr products under warranty or annual service agreement are fully supported.
Support for Barr-supplied third-party products is provided to the degree that they interact correctly with Barr products. Other applications of third-party products are not supported.
Support will maintain ownership of all cases unless it is determined that the failure is due to a third-party product. You are free to pursue the problem further with the third-party vendor. We will assist when asked by third-party vendor support.
Technical support is provided on all released versions, until we designate the version obsolete. All product changes are incorporated only into the latest version. New versions of Barr software are periodically released, and can be requested at any time.
Frontline Support responds to 90% of their calls within 10 minutes. They typically respond to the remaining 10% within (a total of) 15 minutes. During heavy call volumes, should a callback become necessary, the Frontline Support Analyst will give you a callback time frame corresponding to the problem’s severity (see Response time table). Frontline Support will forward unresolved problems to a Research Support Analyst, who will then return the call within the parameters outlined by the Response time table. A followup support contact schedule will be negotiated between you and the Research Analyst, as needed, to resolve the problem. The timeliness of the schedule will reflect the issue severity. No specific response time is required when you are asked to provide information or diagnostics, but a delay in your response time will cause a delay in the overall resolution time.
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Severity |
Frontline Response1 |
Research Response2 |
|
Low |
Within 8 hours |
Within 16 hours |
|
Medium |
Within 4 hours |
Within 8 hours |
|
High |
Within 2 hours |
Within 4 hours |
|
Critical |
Within 1 hour |
Within 2 hours |
1During Frontline Support hours of operation.
2During Research Support hours of operation.
Our Frontline and Research support is available five days a week, Monday – Friday, excluding bank holidays. Refer to the Technical Support Web site (www.barrcentral.com) for specific information regarding the hours of operation. The following Technical Support options are also available.
Emergency support – Emergency operation-type support is provided outside of the normal hours of operation for systems that are no longer in the implementation phase. Assistance with installation, configuration, tuning, testing, and system recovery is provided only during normal hours of operation.
Professional services – We take tremendous pride in the quality and consistency of our services—whether it’s the bundled support service that comes with our products, or the additional services available to advance the understanding and implementation of our solutions. Call 800-227-7797 for information on these additional services, or to speak with a technical sales consultant for pre-sales support. The following additional options are available to make your implementation of Barr solutions even easier. (Hourly or daily fees apply).
Systems integration – Our expert Systems Integrators can pre-configure your system for you. Once we’ve helped you determine the best overall solution for your business requirements, let us custom-build, pre-install, and pre-test your product on a computer loaded to your specifications before we send it to you. Just one way we can make your life easier by providing you with a complete, no-hassle solution.
On-site services – With Barr’s special on-site services, you will gain the expertise of a fully trained systems engineer with comprehensive knowledge of Barr products and environments. These Microsoft Certified professionals are available to come to your site to install, configure, and set up your Barr solution in one short visit. They are also available to train your I.S. team on the maintenance and issue-resolution of Barr’s software and hardware.
Customer training – You can also take advantage of our three-day, hands-on technical training course at our state-of-the-art training facility in Gainesville, Florida. In this beautiful campus setting, you will learn how to install, configure, tune, and test Barr products for yourself, from our highly knowledgeable training staff. At Barr Systems, we make learning a pleasant experience, so guests leave with a solid knowledge of our products and a greater appreciation of our services.
We recommend that the customer contact possess
the necessary technical expertise for troubleshooting and maintaining
the computing environment containing the Barr products. The user’s equipment
and environment must also meet all
minimum system requirements outlined in
our product documentation. When contacting Technical Support, please have
your serial number and/or open case number available.
HTML Help – HTML Help covers every Barr product and provides information on installing, configuring, and operating the Barr software. HTML Help features the familiar look and feel of a Web page, with similar navigational features. The Help incorporates a complete table of contents, comprehensive index, a favorites tab, glossary terms, and full text search with advanced search capabilities. HTML Help can be accessed at any time by pressing F1, by clicking a Help button, or by selecting Help | Contents and Index on the menu bar.
Many of the solutions
found in Barr Systems' Knowledge Base can be found in troubleshooting
topics. Check the troubleshooting topic, where available, as your first
step toward solving the problem.
Internet – You have two easy-to-use support options available 24 hours a day, 7 days a week using the Internet. Our Knowledge base system offers a complete database of solutions to known problems. And our Case Manager allows you to submit new cases or check the current status on an existing case. Both of these options can be found on our support site, Barr Central (www.barrcentral.com)
Email – Send product issues to support@barrsystems.com. All email is processed during normal business hours.
Fax – Product issues can be sent to us by fax at +1-352-491-3141. All faxes will be processed during normal business hours.
Phone – Support can be reached by phone at +1-352-491-3100 or 800-227-7797. Calls will be handled in the order in which they are received during normal business hours.
FTP – Barr Systems operates an FTP Acronym for File Transfer Protocol. In TCP/IP, an application protocol used to transfer files to and from host computers. server at ftp.barrsystems.com. The FTP server contains Technical Support files, release notes, and useful shareware.
Modem – Support can conduct operator training and most configuration changes on Windows systems by remote control. This optional service requires the purchase of a modem and remote control package for each system on which the remote control service is to be provided (hourly fees apply).
On-site – On-site services are available for customers without readily available technical staff (additional daily fees plus travel expenses apply).
