Our Commitment to HertzlerNet Members

For more than 20 years, Hertzler Systems has been providing seamless, accurate data acquisition and analysis solutions for business. Our commitment to deliver high quality business solutions means that our customers depend not only on our technology, but also our experience in implementing business solutions around the world.

Because client/server business solutions represent solid, long-term partnerships with our customers, we have developed high standards of service and support. We understand that in a fast-paced, competitive environment, finding support solutions is important, but finding them when you need them is vital. Our goal is to provide robust, dependable and accessible support systems to keep your organization as productive as possible.

Leveraging technology for service

 

"HertzlerNet has been extremely helpful in solving system issues."

Dave Dunk
Quality Engineer
Emerson Appliance Controls
 		 

We use some of the most advanced communications technology in the world to make sure you connect with the right people. This technology also gives our analysts instant access to your records and to our extensive knowledge base of information, so they can quickly provide you with answers and solutions.

  • Each support request from HertzlerNet members is logged into our integrated call tracking system and knowledge base. This system provides a repository for all information relating to your company and your support incident, maintains a history of your previous support incidents, and builds a knowledge base of solutions to previous support requests.

    This system also helps us to administer periodic surveys, in an effort to better understand the needs and expectations of HertzlerNet members.

  • By logging in to HertzlerNet on the Hertzler Systems web site, HertzlerNet members can quickly and easily check the status and details of their open service issues and history of support requests.

    In addition, HertzlerNet members have exclusive access to our online Template Library, just by logging in to HertzlerNet.

  • When we really need to work directly with your computer, our Customer Service Consultants may use WebEx® technology to access your computer via the World Wide Web. WebEx incorporates appropriate security and safeguards to protect your data and systems.

HertzlerNet

HertzlerNet is the members-only community for clients with GainSeeker® software. HertzlerNet gives you:

  • Priority telephone, e-mail, and web-based support during regular business hours.

  • Free upgrades to new versions and maintenance updates. These are announced on the www.hertzler.com web site.

  • Access to the GainSeeker SPC Template Library.

  • Unlimited web access to your support incidents - including submitting new calls, updating open calls and reopening a closed call.

  • Web seminars sponsored by Hertzler Systems.

More details

What's included in Support

The Support Process

How to get Support

Definitions

What's included in Support

Support includes:

  • Resolution of error messages generated during installation and use of GainSeeker.

  • Answering questions about how to use GainSeeker.

    While we are glad to answer questions for our customers, phone support is not intended as a replacement for software training, custom template writing services and consulting services. Hertzler Systems encourages users to attend public training classes or to schedule a training class at your facility.

  • Template troubleshooting:
    • Fix an existing template.
    • Help with template modifications needed to adapt to a newer version of the software.
    • Modifying a functioning template to include an additional feature.
    • Assistance with data acquisition from an electronic device into the GainSeeker software. We may advise our customer to request support from the device manufacturer to establish communication with the computer using HyperTerminal.
    Design and layout for new templates is not included in HertzlerNet membership. However, these services can performed at our regular daily rate.

  • Upgrading to newer versions, and conversion of data, when following Hertzler Systems best practices. If the customer deviates from the best practices, we will be available to help at our regular daily rate.

    Support of a version will expire concurrently with support of conversions from that version.
 

" I would just like to say that you guys have some of the best support that I've seen nation wide"

Mike Kirks
QA Manager
Columbia Forest Products
 		 

Hertzler Systems assumes that the customer will provide a contact who can answer, or obtain answers to, our questions, and implement and test our proposed solutions.

Although our aim is to offer support on all issues affecting our software, Hertzler Systems will offer support until it is clearly demonstrated the issue is beyond our control. The following issues may require assistance beyond Hertzler support staff:

  • Intermittent error messages which cannot be assigned to a condition or cause, nor duplicated at Hertzler Systems.

  • Database errors related to Oracle or Microsoft SQL databases. To assist with these, Hertzler staff will need the assistance of your database manager (DBA).

  • Errors related to operating systems or hardware, including platforms that are not certified or supported.

Hertzler Systems cannot control all circumstances related to the deployment of its software. Here are some things for which we are not accountable:

  • Any fault or negligence on the part of Customer, or any third party vendors, including any failure or delay in recovery of service attributable to the failure of Customer to advise Hertzler of the service interruption or failure.

  • Any failure of services, software or equipment directly provided and maintained by Customer.

  • Any failure of Customer to provide a suitable environment for or to properly maintain any associated software or equipment located on its premises.

  • Any loss or interruption in the source of power, systems or connections not provided or maintained by Hertzler.

  • Any natural disaster, floods, earthquakes, or other acts of God; actions or regulations of governmental authority, self-regulatory authority or quasi-governmental authority; strikes or labor disputes, or difficulties, fires, wars, riots or similar hostilities; breach by suppliers of supply agreements; or any other cause beyond the control of Hertzler.

The Support Process

When you request technical support:

  1. Be ready to provide your company name and your GainSeeker serial number (or incident number).

  2. If requesting telephone support, call us from a workstation where the problem occurs (if possible).

  3. Be ready to provide details such as:
    • any error messages (and if possible, send us a screen capture)
    • the GainSeeker module in which the problem occurs
    • which steps (mouse clicks, keystrokes, etc.) were taken before the problem occurred
    • the number of workstations on which the problem occurs (one, some, or all)
    • the operating system of the workstation where the problem occurs
    • the network operating system (including the version)

When Hertzler Systems receives a new request for support:

  1. The status of your HertzlerNet membership will be verified.

  2. The severity of your issue will be used to determine the priority of this support incident.

  3. An Incident Number will be assigned to this support request and communicated to you.

  4. Your new support incident is added to the list of open (unresolved) support incidents.

  5. Our team of Customer Service Consultants will respond to open support incidents in the order in which they were received, with precedence given to incidents with the highest priority rating.

    In many cases when you request support by telephone, a Consultant is available and can talk with you right away. When this is not possible, or if you requested support by e-mail or via the Web, we strive to contact you about this new support incident within the time period listed here:

    Priority

    Minimum call back time

    Critical

    30 Min.

    Urgent

    2 Hours

    Normal

    4 Hours

    Low

    As available
    Note: Time is marked in business hours.

    If one Consultant works with you on this support incident but must leave the office (for training, on-site service, vacation, etc.) before your support incident is resolved, your call will be assigned to another Consultant for resolution.

    Hertzler Consultants are highly trained and use their advanced knowledge of GainSeeker to provide support. For difficult support questions and issues, they can also access other Hertzler Consultants and Hertzler Development staff for help in resolving your issue.

  6. A support incident is considered resolved, and the incident will be closed in our call tracking system, when
    • The communication of a solution addresses the reported problem, or
    • There is a determination that there is a bug in the software and an appropriate BEAR has been filed, or
    • The customer fails to return three (3) telephone calls or emails.
    If the resolution or the programming change fails to solve the reported problem or introduces a new problem, the support incident will be reopened. A new support incident will be created if a new or additional problem is identified after the correction is delivered.

Priority of support incidents

Based on the information you provide, we will assign one of the following priority ratings to your support incident. If there is doubt about the priority level of a call, then it will be set to the higher priority.

Critical - Priority 1

The customer, channel partner, or consultant is unable to function in a production environment (system is completely down) and cannot proceed without assistance. Critical issues would include situations such as the following:

  • Inability to perform core functions on any workstation, such as data entry, data analysis or reporting

  • Inability to log onto database from any workstation

  • Inability to launch a module from any workstation

  • Data corruption issues

If Hertzler Systems is unable to correct a Critical Priority incident within 24 hours, the customer will be offered the option of having of a Customer Service Consultant attend to the problem on-site. There is no charge for the on-site time, but the customer will be responsible for travel expenses. Should on-site support be required because the customer wishes Hertzler to provide IT services or training, including data conversions and updating software, then our standard daily rate, plus expenses, will apply.

Urgent - Priority 2

The customer, channel partner, or consultant is unable to complete processing in a production environment but is able to proceed without immediate assistance. Urgent priority issues would include situations such as the following:

  • Situations impacting production for multiple users; however, system is not down

  • Application errors or database errors while running business-critical reports or processes

  • Processes are hung or standard defaults are missing

  • A Hertzler representative, channel partner or consultant requests support while working at a customer site

  • Support is requested from a country where normal business hours will overlap with Hertzler Systems normal business hours for three hours or less. Our normal business hours are Monday - Friday, 8:00 am -5:00 pm. We are based in Goshen, Indiana, in the Eastern Time Zone for the United States.

Normal - Priority 3

The customer, channel partner, or consultant is able to complete processing in a production environment but requires assistance with the functionality of an application. For example:

  • Printing issues

  • Cosmetic issues

  • Programming Standard violations such as navigation, appearance or sizing

  • All problems that occur on one workstation only

  • Requests for reports or help with tools

Low - Priority 4

The customer, channel partner or consultant is able to complete processing in a production environment and there is no immediate impact on productivity. Typically Priority 4 issues are "How Do I..." questions. For example:

  • How do I create this report?

  • How do I change field labels?

  • How do I migrate to an Oracle database?

  • How do I modify this data entry template to...?

  • Enhancement requests

While we are glad to answer these questions for our customers, phone support is not intended as a replacement for software training, custom template writing services or consulting services.

Updating the Priority of a support incident

The priority of a support incident may be reduced if appropriate.

Take for example a Priority 1 (Critical) incident, where the system is completely down. If initial support efforts enable some workstations to become operational, then the priority for this incident can be updated to Priority 2 (Urgent).

Resolving software defects

In some cases, support issues may be caused by a defect in the product. In these cases, the Customer Service Consultant must gather the necessary information to complete a BEAR (Bug, Enhancement Action Request). The primary requirement for a BEAR is to recreate the problem on the latest Hertzler software version and document the steps and conditions needed to reproduce the error or problem. This will ensure that our developers have all the information they need to identify and resolve the issue.

All BEARs are reviewed regularly by a team of software developers, designers, quality assurance staff and others as needed. In this meeting the BEAR is prioritized and a target revision release is assigned. Every effort is made to insure that the level of discomfort experienced by a customer is minimal, and that priority issues are expedited.

In some cases, when the issue is critical and a correction is needed before the next release, a Service Pack will be issued. The Executive Management Team of the Support, Development and Product Marketing departments evaluate Service Pack candidates on a case-by-case basis. Upon completion, the appropriate Support team is notified and a solution is delivered to the customer(s).

For a complete description of the Hertzler product life cycle, please contact Hertzler Systems and request a copy of the Hertzler Systems Validation Kit.

How to get Support

Search the AnswerBook

Available 24 hours a day, seven days a week, at www.hertzler.com/php/support/answerbook.php

Contact Hertzler Systems Technical Support (HertzlerNet Members only)

Available Monday - Friday, 8:00 am -5:00 pm (Goshen, IN / Eastern Time)

  • Telephone: (574) 533 0571 ext. 2

  • E-mail: support@hertzler.com

  • Login to HertzlerNet, go to My Calls, and click Enter a new call

When our normal business hours and those of our international customers have three hours of overlap or less, support requests from these customers will be set to Urgent - Priority 2. This allows our Customer Service Consultants to work on issues during the customers' business hours. International customers can also submit incidents via email or our HertzlerNet Web site at any time.

Customers in Canada should contact Quality Integrators Corporation for technical support via:

  • Telephone: (905) 895-8767

  • Fax: (905) 895-7736

  • E-mail: support@qic-intl.com

Definitions

  • Incident: Also referred to as a call, is a specific issue or problem that a customer is having with a GainSeeker product.

  • Incident Number: A unique, permanent tracking number that is assigned to an Incident.

  • Customer Service Consultant (CSC): A team of highly-trained Hertzler Systems staff who provide technical support, training and on-site consulting services.