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Rescentris customer support
or call:
toll free (866) 923-2373
local (614) 454-4556
If you are an existing customer, you can access our online documentation from within your CERF client. Just go to the help menu and choose "help contents". Our online documentation is updated frequently and contains the most up-to-date information available.
If you don't currently have access to your CERF client software, you can still see our online documentation. To access online help directly you will need your organization's online help login credentials. Your local CERF site admin can provide that information. Login here. If the site admin is not available you can contact Rescentris support using your organizational email address and we will provide this information for you.
At Rescentris Inc, our goal is to offer the best customer support in the industry. We don't outsource any part of our support operation - when you call Rescentris support, you are speaking directly to Rescentris. Our help desk, quality assurance and development teams work together at a single location to ensure speedy resolution of problems, maximum responsiveness to feedback, attention to detail and overall customer satisfaction. Most of our staff have worked in life-science research, so we know your workflows and we speak your language. Customers who sign up for our "Gold" maintenance package even enjoy the luxury of unlimited service calls for their site admins. If a site admin with "Gold" maintenance package has any kind of usage question, or just wants to chat about best practices and workflow tips for their end users, just call us and we will be here for you.
Support Packages
Rescentris provides two levels of support/maintenance:
- Standard Maintenance and Support
- Gold Maintenance and Support
Support begins as soon as the software is installed, but most end users do not use it prior to implementation and training.
Standard Maintenance and Support Package includes on an annual basis:
- Version upgrades of all currently licensed software components for duration of term
- 10 Business hours, end-user or CERF Site Admin service calls that generate service cases*
- 1 additional business hours, end-user or CERF Site Admin service call per 5 seats
- 3 After hours “emergency” service calls that generate services cases*
- 8 Hours of offsite Rescentris Professional Services, i.e., training, configuration, server adjustments
- 10GB of Iron Mountain Digital Archive Service
- Support and maintenance of MySQL database.
Gold Maintenance and Support Package includes on an annual basis:
- Version upgrades of all currently licensed software components for duration of term
- New CERF core components as they become available, for as long as Gold Support is maintained
- Up to 2 additional CERF server licenses for development/test purposes
- Unlimited business hours, CERF Site Admin service calls that generate service cases*
- 15 Business hours, end-user services calls that generate a service case*
- 1 additional business hours end-user service call per 2 seats
- 5 After hours “emergency” service calls that generate service cases*
- 16 Hours of offsite Rescentris Professional Services, i.e., training, configuration, server adjustments
- 20GB of Iron Mountain Digital Archive Service
- Rescentris Automation Client, 4 automation client seats, and updates for duration of term
- Configuration of LDAP or other supported login technologies
- Support and maintenance of MySQL database
- Support (but not maintenance) for MS SQLServer and Oracle database if requested
- 15-25 % Discount on customization and Rescentris Professional Services
- Optional Iron Mountain Source Code Escrow Service**
- Up to 4 read-only seats on SaaS eCERF server for hosting data outside customer firewall**
*Note: A service call may be submitted to Rescentris Customer Service by telephone or e-mail. A service call may represent a support or a training issue that results in a case number being generated. Reporting a software defect, recommendation for product enhancement or minor requests, e.g., for login credentials, etc. are not considered service cases.
**25 CERF License Minimum.
Support package details may differ from above for eCERF customers.
Support packages may also be customized to meet particular customer’s needs. Contact Rescentris for details.
More about support packages
Rescentris provides all new customers with their own CERF Central page. This page is typically accessible only by the locally assigned CERF administrator. CERF Central provides local CERF site admins with a private portal where they can access CERF resources associated with their deployment including:
- Server and client installation files
- Third-party applications required for CERF
- Links to online documentations
- Training materials
- Documentation for previous CERF versions
- CERF patches and updates
- News and alerts
- Direct link to online documentation
- Other resources and files you have requested
If you are a CERF site admin you can log in here to access materials for your site. If you have forgotten your username or password, please email support@rescentris.com from your organizational email address so that we may assist you.
Rescentris offers both the personal touch of onsite training and the convenience of remote, web-based training. Whichever option you choose, you can be sure that your users will be using CERF efficiently soon after deployment. There is no steep learning curve to traverse and no dense manual to plough through before you can get started. Our trainers are experienced professionals who can tailor your training sessions to meet the specific needs of your organization. Our online documentation is clear, simple and modular, allowing you to learn just what you need to get started, but quickly facilitating the transformation of CERF beginners into sophisticated power users.
About Updates
It is important to keep your CERF server and client software up to date. Rescentris contacts customers with current support agreements to let them know when updates are available. Customers can see the version of the server software they are currently using by opening the CERF client, logging into their server and choosing sessions > session info. To see the CERF client version (and the versions of all other CERF components) go to the CERF menu > about CERF > components, then look for "CERF client" in the list.
The current release version of the CERF server is: 3.5.0.27 or 3.5.0.28
The current release version of the CERF client is: 3.5.0.43
If your version numbers are different from the versions above, contact Rescentris support to schedule an update.
Click here to download a banner you can use on your website to allow your CERF users a shortcut to Rescentris Support.
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