By means of this system, the customer contracts an specified number of queries, grouped in packs, to the resolution of incidences or problems through any of the following alternatives:
| E-mail: | soporte@transtools.com (or personal email address of a TransTOOLs technician) |
| Telephone: | +34 91 350 03 22 (9:00-14:00 and 15:30-18:30 hours from Monday to Friday - GMT +01:00) |
| Type | Queries | Price(*) |
| Pack 1 | 5 | 125 euros |
| Pack 2 | 15 | 300 euros |
| Pack 3 | 30 | 500 euros |
| (*) Taxes not included | ||
| Option | Queries | Price(*) |
| Pack 5 | 5 | 500 euros |
| Pack 6 | 10 | 900 euros |
| Pack 7 | 25 | 2.000 euros |
| (*) Taxes not included | ||
Once the total number of queries of a Pack has been used up, it will be automatically renewed, except in those cases in which a written communication of the customer exists, indicating that he does not want to renew it, or that we wants to contract another pack type.
Customers which support contract of Multibase and Cosmos is still on, will be able to use modality 2 (described below). By means of modality 2, the query does not produce any discount of the contracted pack.
TransTOOLs support pack covers every query related with the Caravel technology and the Caravel framework. These support packs are aimed to help programmers during their first period of contact with a Java application containing the Caravel framework.
The two following questions are typical examples of matters included in the support packs:
Any technology not directly produced by TransTOOLs is not covered by the Support Packs. In particular but not exclusively the following matters are excluded:
Configuration and tuning of the final platform.
Example: How can I install the new database manager? How can I install
the Jakarta Tomcat application server?
Interaction and interfaces with other applications.
Example: How can I sincronize my application with other database installed
in the same AS/400?
Any support related with the functionality itself of the customer
application.
Example: After introducing different values in a table, how do I obtain
their average as a result?
TransTOOLs will not assume the support of any third company technology.
TransTOOLs may consider the resolution of other queries not specifically related to the Caravel technology. This subject will be covered in the Customised Program of Technical Assistance (please see below).
Every technical query (telephone call or e-mail) must include the customer’s support contract number.
Each consulted matter will be considered as one enquiry. Therefore, if the customer wants to ask for several issues in the same contact (telephone call or e-mail) each matter will be deducted form the pack as one unit.
The query will only be deducted from the pack after being properly answered and proven that it is not an error from the tool. Any tool error is already covered by the period of standard warranty of a Caravel project or, if warranty has expired, by a Caravel Framework Maintenance Contract.
| Caravel Services | Price per hour |
| Project Director | 125 euros |
| Analyst | 90 euros |
| System Technician | 70 euros |
| For any support outside TransTOOLs headquarters in Madrid (Spain), travel and accommodation expenses will be charged. | |
All the MultiBase and Cosmos customers will be able to carry out technical queries, independently on the fact that they have or not support contract, through the following number(*):
(*) Maximum cost 0,91 euro/min.
As already has been above indicated, if the customer already has a support contract, all the queries carried out by means of this modality, will NOT be discounted of the contracted pack.
Errors and/or comments about our products and services may be reported to TransTOOLs by sending us an e-mail to the following address. It is not necessary to have a support contract in order to submit comments:
The licenses serialization of MultiBase for Unix or Linux systems will be done to all the customers through the following email address soporte@transtools.com or by means of a call to the next number +34 91 350 03 22 (9:00 to 14:00 and 15:30 to 18:30 hours from Monday to Friday, GMT +01:00), indicating that the reason of the mail or call is due to a serialization.
At the end of the guarantee period, all the customers that desire it, will be able to request to TransTOOLs an Annual License Maintenance Contract that allows the customer to receive all the released updates during its validity period.