Technical Support Policy

Foxfire! technical support questions have generally fallen into two categories.

• Getting Started questions: installation, upgrading, and general setup and configuration.
• Advanced setup, configuration, querying, and reporting questions.

The technical support services available are designed to address these two categories of questions. The goal is that questions in category #1 should be answered promptly and at no charge.

Questions in category #2 involve designing complex reports, attempting to achieve the proper query results, data warehousing and partitioning schemes, two-pass reporting solutions, custom data item programming, etc., etc. These questions fall outside the bounds of basic technical support; and therefore, it is not possible to provide free support for these questions. Accurate answers to these types of questions generally requires a detailed understanding of the customers business and database. However, Micromega has a Foxfire! Consulting Services branch to accommodate these more advanced needs of customers.

Micromega Systems reserves the right to make adjustments to its technical support policy at any time, including discontinuation of such support.

The two support categories are outlined below.

Free Support

Free phone, fax, and e-mail support is available for 30 days from the time you register the product. This allows you decide when you want to activate your free support. Free support covers installation, upgrading, and general setup and configuration issues.

Free support is also available on the Universal Thread. You can post questions in the Foxfire! section of the site during and after the 30 day support period expires. Our support will monitor the Universal Thread on a daily basis.

Foxfire! Consulting Services

Micromega Systems now offers consulting services for the entire Foxfire! product line in order to cover the wide range of support needs of our customers. Whether you are a novice end user with the single-user Standalone Edition, or an experienced developer with the Enterprise Developers Edition, our experienced developer staff is available via our new consulting services.

The key to easy ad-hoc querying and reporting with Foxfire! is in the proper setup of the product. Foxfire! provides a highly flexible and configurable platform for you to create a simple managed query environment for end users. The customization options Foxfire! provides are considerable. Our developer staff has years of experience with the product that you can take advantage of. The types of issues we can help you to get the most out of the product are:

• Designing complex reports
• Generating correct SQL for proper query results
• Setting up a security scheme
• Custom data item programming
• Customizing the product interface
• Database partitioning strategies
• Integrating Foxfire! with your application
• and Much More

Foxfire! consulting services are available and are billed on an hourly basis (call for current hourly rates). We can even come on site if that is what is needed. Contact our sales department for more information.