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Support Policy

Support becomes effective upon receipt of payment for software maintenance. Satisfactory completion of training prerequisites for the designated Support ID holders is required.

Support ID Distribution

Two (2) Support IDs are provided for first 500 users. One (1) Additional Support ID is provided for each additional 500 users. For multi-divisional or global (multiple regions) accounts, a minimum of two (2) Support IDs per division or region is provided, regardless of number of users.

Support Prerequisites

Relavis eSales

Prerequisites for Support ID holders include knowledge and extensive user experience in Lotus Notes/Domino and completion of the following training classes: Lotus Notes User Training, eSales User Class or eSales Train the Trainer, and eSales Administration Class. eSales Internals Class is recommended but not mandatory. Since eSales is a Domino-based product, we anticipate handling some general Notes/Domino questions but the focus is on eSales specifically. Experience in Lotus Domino Administration, Lotus Domino Development, LotusScript and JavaScript is recommended but not mandatory. If the Support ID holders do not possess the recommended Lotus Domino Administration skills, there should be a named contact within your organization that can represent this area of expertise.

Relavis eSales Mobile

Prerequisites for Support ID holders are the same as they are for Relavis eSales. In addition, knowledge of iAnywhere Pylon Application server is recommended for disconnected users and Domino EveryPlace Access Server for connected users.

Relavis eMarketing

Prerequisites for Support ID holders include knowledge and extensive user experience in Lotus Notes/Domino and completion of the following training classes: Lotus Notes User Training, eMarketing User Class or eMarketing Train the Trainer, and eSales Administration Class. Since eMarketing is a Domino-based product, we anticipate handling some general Notes/Domino questions but the focus is on eMarketing specifically. Experience in Lotus Domino Administration, Lotus Domino Development and LotusScript is recommended but not mandatory. If the Support ID holders do not possess the recommended Lotus Domino Administration skills, there should be a named contact within your organization that can represent this area of expertise.

Relavis eService

Prerequisites for Support ID holders include knowledge and extensive experience in Lotus Notes/Domino and completion of the following training classes: eService User Class or eService User Train the Trainer, and eService Administrator Class. eService Internals Class is recommended but not mandatory. Since eService is a Domino-based product, we anticipate handling some general Notes/Domino questions but the focus is on eService specifically. Experience in Lotus Domino Administration is recommended but not mandatory. If the support ID holders do not possess these recommended skills, there should be named contacts within your organization that can represent these areas of expertise.

Relavis CRM Portal

Prerequisites for Support ID holders include Internet browser experience and completion of the following training class: Relavis WorkSpace Administration. Since Relavis WorkSpace is a WebSphere-based product, we anticipate handling some general WebSphere questions but the focus is on Relavis Workspace specifically. Experience in WebSphere Application Server and Portal Server Administration, SameTime Administration, QuickPlace Administration and Domino Server Administration is recommended but not mandatory. If the support ID holders do not possess these recommended skills, there should be named contacts within your organization that can represent these areas of expertise.