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Support & Training for The Mole
"Maximizing your use and realizing the value"
Support is an integral part of Superstructure service offerings.
Superstructure support team is responsible for providing the level of support that allows our
partners and customers to fully utilize The Mole and realize contextual
analysis and discovery.
The Mole Professional Edition
The Mole Professional Edition does not
have bundled annual software maintenance. The Professional Edition License entitles you to receive updates for the rectification of
defects. Upgrade releases will be offered to The Mole
Professional Edition Licensees from time to time at upgrade prices.
Our basic support package offers free installation
support and access to our web-based support, where
you’ll find answers to frequently asked questions, technical tips and
maintenance releases.
| Step 1. |
Have you checked our knowledge base of Frequently
Asked Questions? |
| Step 2. |
Have you checked out Getting
Started? |
| Step 3. |
Take a screen dump of the problem encountered
and collate any other relevant information. |
| Step 4. |
The Mole Professional Edition customers email to:
Please provide the following details: Licensee Name and The Mole Release
number (these details are available from within 'About The Mole') |
The Mole Enterprise Edition
Superstructure and our Partners consist of experienced professionals in
services, support and training, bringing you a team that is responsible not
only for installing and configuring The Mole in your environment, but
they will also work with you beyond implementation to ensure that The Mole solutions
deliver maximum value to you.
Software maintenance is available for The Mole Enterprise
Edition on an annual renewable basis and commences
upon the payment (in advance) of the current annual
maintenance fee. The agreement entitles you to
receive program updates for the rectification of defects,
enhancements and technology upgrades.
The Mole Enterprise Edition customers must be under current
maintenance contracts to access and receive support.
When raising support issues, please refer to the following support call
process:
| Step 1. |
Have you checked our knowledge base of Frequently
Asked Questions? |
| Step 2. |
Have you referred to your installation manual? |
| Step 3. |
Take a screen dump of the problem encountered
and collate any other relevant information. |
| Step 4. |
The Mole Enterprise Edition customers
should contact their Partner in the first instance. |
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Online
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