TNT Software's Product Support group is dedicated to providing high-quality support and assistance. Below are instructions for obtaining technical support, along with descriptions of our support features, processes and procedures.

Overview of Support

TNT Software's Product Support is designed to assist with the troubleshooting and resolution of specific issues resulting from use of our products in a supported manner. TNT Software will partner with its customers when providing resolutions to issues. Customers are expected to fulfill reasonable troubleshooting tasks as recommended by TNT Software. Issues arising from a need for training, implementation or installation services, or customization may be referred to our Sales Department to contract for these services.

Support for and assistance with supported TNT Software products is available via a variety of contact methods, which include online troubleshooters, an online support request form and telephone support during scheduled support hours for current software versions to customers with a current support plan agreement.

Current versions are listed in the product area. TNT Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue. Providing product support does not imply that TNT Software will fix software defects or make changes to the software.

The following items are NOT generally supported:

• Operating systems
• Third-party applications
• Alterations or revisions made by the customer
• Escalations from anyone other that the named Technical Contact
• Enhancement requests
• Alpha, Beta or other pre-release versions of TNT Software products
• Free, no-cost or complimentary TNT Software products or tools

Product Life Cycle

All products go through different phases during their lifecycle; the length of each phase may vary according to the actual product. These phases include:

• Beta code available
• General availability (GA) - Release to Web (RTW)
• Ongoing support during product availability
• Legacy support period for previous product versions
• Obsolete products

Supported Products

Beta Products. During product Betas, TNT Software will provide support for the Beta product to authorized Beta customers during normal working hours. Beta code is only available to customers with a Master Beta Test Agreement and Non-Disclosure Agreement.

General Availability. While a product is generally available, TNT Software will provide support and maintenance offerings that allow you to choose the most appropriate level of support for your organization. The generally available build is the build that has been released to web and posted to each product's download page. Premier Support offerings will consist of product updates, maintenance releases, and/or hot fixes. Support services include, but are not limited to, online support, phone and email support during business hours, and 24x7 pager support for Gold Support customers.

Ongoing Support. TNT Software offers support for products while the products are generally available. Providing product support does not imply that TNT Software will fix software defects or make changes to the software. After a new version has been released, TNT Software will no longer actively develop new fixes for or perform other maintenance on previous releases. TNT Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue.

Legacy Support. After a new version has been released, TNT Software may offer limited support for the legacy product that consists of answering usage questions only, and TNT Software will no longer actively develop new fixes for or perform other maintenance on legacy releases. Providing product support does not imply that TNT Software will fix software defects or make changes to the software. TNT Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue. The following products are in the legacy support phase:

• ELM Enterprise Manager 3.0
• ELM Log Manager 3.0
• ELM Performance Manager 3.0

Obsolete Products. As TNT Software products are revised and updated, older versions of the products may be retired.  Our policy for retiring products is to first inform customers who are still using the retiring product of our intention.  We will stop supporting, maintaining and producing bug fixes for the retiring product. The following products are obsolete and therefore not supported:

• Event Log Monitor 1.0
• Event Log Monitor 2.x Single Server Edition
• Event Log Monitor 2.x Small Business Edition
• Event Log Monitor 2.x Enterprise Edition
• Intact Account Manager 1.0
• Performance Data Collection Manager 1.5

TNT Software will not accept support requests for products that are obsolete, products that have been withdrawn, or for products available at no charge.

Extended Support Contracts

TNT Software offers two extended support contracts to customers.

• Premier Support - Available for all current products.
  
  Expected response time is 24 hours starting from the next business day for all severity levels.  Customers receive updates, upgrades, patches, unlimited support 8:00AM – 5:00PM PST Monday thru Friday except during holidays, and access to the secure Premier Support Web site which contains tools and other resources.

  
  
• Gold Support - Available for all products.
  
  Expected response time is 24 hours starting from the next business day Customers receive updates, upgrades, patches, unlimited support 24 x 7 x 365, pager access to a technician, and access to the secure Premier Support Web site which contains tools and other resources.
  

Contacting Technical Support

• Online Support Resources. Available to all customers. The TNTSoftware.com web site delivers 24x7 access to online troubleshooters, documentation and other problem-solving resources. These resources are designed to provide you with the quickest solution to the most common technical support issues. Customers with a current support plan may obtain further assistance by contacting Product Support electronically or by telephone.
  
• Telephone Support: Available to customers with a current support plan or in the product's trial evaluation period. If you purchased your product from a TNT Software reseller or distributor, you may be asked to provide proof of purchase such as a copy of the purchase invoice or packing slip. TNT Software offers 24x7 pager support for high severity issues to customers with a Gold Support Agreement. For details and pricing of a Gold Support Agreement, please contact our Sales department

If you can't find the answer to your question on our Web site and you need immediate assistance, you can call TNT Software for technical support.

Note - To receive technical support by phone, you must either:

• Have a current support agreement; or
• Have registered your trial product and currently be in your evaluation period.

To ensure that we can address your issue quickly and efficiently, you should:

• Have your TNT Software product serial number and agreement number.
• Have your Support Request Number when calling about an existing case.
• Be at the computer where the TNT Software product is running and have a copy of the product documentation at hand.

How Requests are Logged and Tracked

For each specific support request, a TNT Software Product Support representative will create a Support Service Request and assign it a tracking number. If you contact us with several different issues, we may create different numbers to track each issue. Be sure to make a note of the Service Request Number, and provide it on any subsequent contacts regarding the issue.

Response Times

A response means that we respond to your request, acknowledge your issue, and assign a Service Request Number. In some cases, we may need to obtain additional information from you in order to troubleshoot or resolve the issue.

Response times depend on the severity level of the issue. A TNT Software Product Support representative will determine your problem's severity level based on guidelines listed below. If you have a Gold Support Agreement, you will receive priority routing regardless of your level of severity.

• During regular business hours (M-F, 8a to 5p PST), calls and emails will be routed directly to the support personnel on duty.
  
• Outside of Regular Business Hours:
  
  • Premier Support customers may call TNT Software and leave a voicemail message. Your call will be returned on the next business day.
  • Gold Support customers may contact Technical Support after regular business hours for support issues with Severity Level of Urgent or High. For contact information, please refer to your Gold Support Agreement.

When calling during regular business hours, your initial call will be answered by a call routing representative. After providing your contact information and details on the product you are calling about, you will be routed to the next available Support Engineer. If a Support Engineer is not available, you will be able to leave a voicemail in the support mailbox, and your call will be returned as soon as possible.

Required information For Logging A Support Request

When submitting a service request, please provide the following information:

• Company name and contact details (e.g., name, phone number and email address).
• Product and build information
• Service Request Number (if this is a continuation of an existing request)
• Level of severity (see below for definitions)
• Operating system information, including applied service packs, hot fixes and special security settings, if any.
• Name and version of any affected third-party application
• Detailed description of the problem, including any steps required to reproduce the problem

If you purchased your product from a TNT Software distributor ore reseller, you may be asked to provide proof of purchase such as a copy of the purchase invoice.

Severity Levels

The table below outlines the different severity levels of service requests and targeted service request response times (not resolution times).  Targeted response times apply only to service requests submitted during posted support hours.

Severity	Description	Response Time
Low	Used for cosmetic issues, feature requests, product enhancements, and all non-critical or non-time sensitive issues.	36 hours
Medium	Non-critical failure of product functionality that has no significant effect on productivity or overall product usage. This includes issues that have workarounds.	24 hours
High	Failure of primary functionality of product with no or only partial workaround that impairs product usage in the long term	8 hours
Urgent	Critical failure of product, including crashes or hangs, which will impact revenue or profitability either immediately or in the very short term.	1 hour

Note: For Low, Medium and High severity issues, the response time above is for any respondent (e.g., not necessarily a subject matter expert). For Urgent issues, the response time above is for a subject matter expert.

Customers with a Gold Support Agreement may report Urgent and High severity issues outside of regular business hours. For other severity levels, it is strongly recommended that you phone or email product support. For issues submitted to technical support via our Web site, we will respond either by email or phone within the timeframes designated for Low and Medium severity issues.

Product Updates

Fixes and patches may be made available through the following methods:

• Email
• Secure FTP site
• HTTP download

Escalation Procedures

TNT Software's escalation procedures raise the visibility and importance of your problem within TNT Software. At the discretion of TNT Software, customer product support issues may be escalated internally to senior support engineers, the product support manager, or the development team at TNT Software. In general, if you are not satisfied with a response from the product support staff, you may request that the issue be escalated by contacting your Sales account representative, or by sending an escalation request to support@tntsoftware.com.

Onsite Dispatch

Before TNT Software dispatches an engineer to a customer site, a wide range of tools will be used when troubleshooting issues. The tools include, but are not limited to:

1. TNTDiag.exe – a diagnostic tool that ships with all ELM 3.1 products.
2. Symbol files for ELM 3.1 products – TNT Software can make these available on an as-needed basis.
3. Debuggers, including Visual Studio. Specially crafted diagnostic tracing DLLs.
4. Terminal Services, and other remote control tools.
5. Virtual Private Networking (VPN) connections
6. On Call WebEx support – http://tntsoftware.webex.com
7. Windows Support and Diagnostic Tools

If these tools fail to help resolve the problem, TNT Software can dispatch a subject matter expert (e.g., a Product Support Engineer, a Developer, or both) onsite to a customer's location. Onsite dispatching is available after all other attempts to resolve the issue have failed.  In all cases, a subject matter expert will be dispatched. The time for arrival at the customer's site is determined by the reasonable travel time from TNT Software's headquarters to the customer's site.

Obtaining Debug Versions and/or Symbol Files

To troubleshoot and/or resolve an issue, it may be necessary to provide and install a debug version of and symbol files for ELM 3.1. Before debug code or symbol files are provided, all other efforts to resolve the problem must have failed. In this event, the issue will be escalated to our development team and we will attempt to reproduce the issue in a debugger. If we are unable to reproduce the issue, one or more Developers and Support Engineers will partner with the designated customer Technical Contact and their assignees to resolve the problem. Such resolution includes, but is not limited to installing a debug version or symbol files.

TNT Software will perform the installation, or at TNT Software's discretion, provide the customer with step-by-step instructions for performing the installation themselves. The installation may be performed using a remote control mechanism, such as WebEx, Terminal Services, VNC, etc., or it may be performed on-site at the customer's location.

NOTE: Using a debugger, debug code and symbol files requires advanced knowledge of the operating system, development debugging techniques and our applications. Therefore, TNT Software's policy is not make either debug versions or symbol files downloadable from our Web site. These tools are only designed for use under the direction and control of TNT Software.