Support for eControl

Table of contents

• Reporting a Technical Issue
• Software Upgrade and Support Agreements
• Free Support
• Contacting Support
• Online Resources

Reporting a Technical Issue

If you encounter a problem with eControl connections or licenses use the "Submit Issue Report" feature in the Riva application. Click the Submit Issue Report link and complete the form. Please ensure that you include the correct contact information. Once the OK button is clicked, Riva will send this issue and a copy of the application logs to our technical support team.



If you encounter a problem with the eControl web portal, complete “Contact Us” link in the top right corner of any page of our website and complete the online form or go to www.omni-ts.com/contact-us.html or call +1.780.423.4200 and ask for technical support.

Software Upgrade and Support Agreements

The purchase price of each of our products includes 30 days of software upgrades and support. Additional software upgrade and support are 30% of the purchase price, renewable annually. While your software upgrades and support contract is valid, you receive:

1. Free upgrades to any new major or minor releases of the product (in your case, EMU)
2. Free forum support
3. Free phone support
4. Free email support

Customers who are evaluating software will be provided full software upgrade and support during the evaluation period.

Free Support

After your software upgrade and support contract expires, the following support policy applies:

1. No upgrades to new releases of the product (major or minor)
2. Free forum support
3. Phone support: $150.00 US per hour, minimum 15 minutes (pre-approved credit card required)
4. Email support: $150.00 US per hour, minimum 15 minutes per email (pre-approved credit card required)

The biggest benefit of having a current support contract is knowing the product will continue to be updated to reflect customer needs and changes to supported Directories and email systems.

Contacting Support

You can contact support using the following methods. Please include as many details as possible when requesting support:

Use the “Contact Us” link in the top right corner of any page of our website and complete the online form or go to www.omni-ts.com/contact-us.html

Call or fax us:

Phone: +1.780.423.4200
Fax: +1.780.423.4711

Online Resources

Online resources for Riva include:

• eControl Flash Tutorials
• eControl Support Forum
• eControl Product FAQ
• eControl Articles:
  • Administrative Overview
  • Manage Mixed Networks
  • Manage eDirectory Networks
  • Manage Active Directory Networks

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