eGenix.com Support
We offer commercial support for all our products, whether open-source or commercial. We also cover general topics related to Python programming and Unicode.
If you have a support request and you're not sure whether we are the right contact for your request, please ask our support team.
Please note that we also offer general consulting services, including project management. For more information, please see our service pages or contact our sales team.
Support Tickets
In order to keep support administration simple, we use a system of support tickets to cover support incidents. Support tickets can be bought in our online shop and are valid for:
- one incident
- one year after purchase
- at most one hour of consulting time
Should the incident require more consulting time, e.g. in order to port one of our products to a platform that you'd like to use or help you find a solution to a problem in your application, we require purchase of as many support tickets as needed to cover our invested consulting time. We will inform you in advance of our estimates regarding the total number of tickets required to complete the task.
Support Ticket Process
The process of requesting support using a support ticket is as follows:
- First, you purchase a support ticket from our online shop.
- You will then receive an email with a reference number for the purchase from our shop provider ShareIT (the "ShareIt Reference Number", e.g. 11992299).
- You then write an email using a subject line mentioning the reference number and explaining your problem, e.g.
Subject: Installing eGenix mx Base on HP-UX (Support Ticket #11992299)
We would like eGenix to install the eGenix mx Base distribution on one of our HP-UX systems...
We will then contact you and help you solve the support request.
Login Support
In some cases it may be necessary to access one of your machines in order to help solve a problem or to e.g. port one of our products to a platform which we don't have access to.
For these situations we offer login support via secure shell (SSH). We will provide you with an SSH public key that needs to be installed on the target machine and give you our IP address so that you can configure your firewall to enable our login.
We also provide support via remote desktops such as VNC. Please let us know what kind of requirements you have and we'll try to accomodate.
On-site Support
Should your security policy require on-site support, we will have to manage this using a consulting agreement. Please see our consulting page for details.