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fl-row-bg-photo fl-node-dqcax9jzeius fl-row-default-height fl-row-align-center skew-layout--left shadow-shape" data-node="dqcax9jzeius"> <div class="fl-row-content-wrap"> <div class="uabb-row-separator uabb-top-row-separator" > </div> <div class="fl-row-content fl-row-full-width fl-node-content"> <div class="fl-col-group fl-node-65ltjr290bqc fl-col-group-equal-height fl-col-group-align-center" data-node="65ltjr290bqc"> <div class="fl-col fl-node-08hus1532dwr fl-col-bg-color fl-col-small" data-node="08hus1532dwr"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-heading fl-node-ds0nhjr5c36e" data-node="ds0nhjr5c36e"> <div class="fl-module-content fl-node-content"> <h1 class="fl-heading"> <span class="fl-heading-text">Support Coverage</span> </h1> </div> </div> </div> </div> <div class="fl-col fl-node-lrjtw9yp3fxd fl-col-bg-color" data-node="lrjtw9yp3fxd"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-uabb-photo fl-node-ysjn5fa17qoz page-banner-image" data-node="ysjn5fa17qoz"> <div class="fl-module-content fl-node-content"> <div class="uabb-module-content uabb-photo uabb-photo-align-right uabb-photo-mob-align-center" itemscope itemtype="https://schema.org/ImageObject"> <div class="uabb-photo-content "> <img decoding="async" width="1024" height="683" class="uabb-photo-img wp-image-563 size-large" src="https://www.mip.com/wp-content/uploads/2021/12/iStock-959639158-scaled-1-1-1-1-1024x683.jpg" alt="Smiling business woman with hands-free set working on computer and giving instructions online to customer." title="Smiling business woman with hands-free set working on computer and giving instructions online to customer." itemprop="image" srcset="https://www.mip.com/wp-content/uploads/2021/12/iStock-959639158-scaled-1-1-1-1-1024x683.jpg 1024w, https://www.mip.com/wp-content/uploads/2021/12/iStock-959639158-scaled-1-1-1-1-300x200.jpg 300w, https://www.mip.com/wp-content/uploads/2021/12/iStock-959639158-scaled-1-1-1-1-768x512.jpg 768w, https://www.mip.com/wp-content/uploads/2021/12/iStock-959639158-scaled-1-1-1-1-1536x1024.jpg 1536w, https://www.mip.com/wp-content/uploads/2021/12/iStock-959639158-scaled-1-1-1-1-scaled.jpg 2048w" sizes="(max-width: 1024px) 100vw, 1024px" /> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="fl-row fl-row-full-width fl-row-bg-none fl-node-sukeo5h18z34 fl-row-default-height fl-row-align-center" data-node="sukeo5h18z34"> <div class="fl-row-content-wrap"> <div class="uabb-row-separator uabb-top-row-separator" > </div> <div class="fl-row-content fl-row-fixed-width fl-node-content"> <div class="fl-col-group fl-node-57fzo1ya6tl2" data-node="57fzo1ya6tl2"> <div class="fl-col fl-node-wuitapszoxm3 fl-col-bg-color" data-node="wuitapszoxm3"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-pp-breadcrumbs fl-node-94wqdfmzl6ay" data-node="94wqdfmzl6ay"> <div class="fl-module-content fl-node-content"> <div class="pp-breadcrumbs pp-breadcrumbs-yoast"> <nav id="breadcrumbs" class="breadcrumbs" aria-label="Breadcrumbs"><span><span><a href="https://www.mip.com/">Home</a></span> » <span><a href="https://www.mip.com/support/">Support</a></span> » <span class="breadcrumb_last" aria-current="page">Support Coverage</span></span></nav></div> </div> </div> <div class="fl-module fl-module-rich-text fl-node-896kqcn7lrwx" data-node="896kqcn7lrwx"> <div class="fl-module-content fl-node-content"> <div class="fl-rich-text"> <p> <h3 class="wp-block-heading" id="at-community-brands-we-re-passionate-about-serving-our-customers-and-helping-them-fulfill-their-missions">At Momentive Software, we’re passionate about serving our customers and helping them fulfill their missions.</h3> <p id="community-brands-cb-maintenance-and-support-provides-you-with-access-to-a-variety-of-valuable-services-available-from-our-support-team-you-don-t-need-to-worry-about-incurring-extra-fees-for-services-covered-by-your-support-plan-we-are-here-for-you">Momentive Software (CB) Maintenance and Support provides you with access to a variety of valuable services available from our support team. You don’t need to worry about incurring extra fees for services covered by your support plan. We are here for you.</p> <p id="our-customer-support-analysts-can-assist-you-with-getting-the-most-value-from-your-solution-by"><strong>Our Customer Support analysts can assist you with getting the most value from your solution by:</strong></p> <ul class="wp-block-list"> <li><strong>Troubleshooting</strong> problems you may encounter when installing or using software.</li> <li><strong>Providing clarification</strong> for aspects of the software you’ve been trained on, but need more clarification or a refresh.</li> <li><strong>Offering suggestions</strong> for the most effective ways to use the software.</li> <li><strong>Directing</strong> you to the appropriate resources for assistance,</li> <li><strong>Sharing guidance</strong> on how to recover from mistakes.</li> </ul> <p id="there-are-some-topics-not-covered-by-our-maintenance-and-support-plan-but-we-can-assist-where-possible-they-include"><strong>There are some topics not covered by our Maintenance and Support plan, but we can assist where possible, they include:</strong></p> <ul class="wp-block-list"> <li><strong>Providing product training</strong> – we have fee-based online training courses available for MIP, FR50, AFO and Millennium, which are accessible through our <em><strong>Momentive Software University.</strong></em></li> <li><strong>Performing</strong> software, product, application, or job-related activities (software installation, data entry, creating reports, etc.).</li> <li><strong>Assisting</strong> with <strong>third-party</strong> software* (ex. installation, training, troubleshooting, integration, etc.).</li> <li><strong>Offering</strong> organization-specific consulting or accounting advice.</li> <li><strong>Repairing</strong> data or database issues caused by user error, third-party software, or misuse of the solution.</li> </ul> <p>Our own Professional Services and Learning Services teams offer a wide variety of services to assist you with your organization’s needs. We’ve also created the charts below as a guide for what is covered with the Momentive Software Maintenance and Support Agreement.</p> <p>Please select a category from the dropdown menu below to view additional information and resources. If you cannot find the resource you need, our customer support team is available to assist. If you need further assistance, please feel free to contact the Customer Support team. Our goal is to ensure you have the tools you need in order to deliver on your mission.</p> <div class="wp-block-ub-content-toggle wp-block-ub-content-toggle-block" id="ub-content-toggle-block-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" data-mobilecollapse="false" data-desktopcollapse="false" data-preventcollapse="false" data-showonlyone="true"> <div class="no-border wp-block-ub-content-toggle-accordion" style="border-color: #00a7b5;" id="ub-content-toggle-panel-block-"> <div class="wp-block-ub-content-toggle-accordion-title-wrap" style="background-color: #00a7b5;" aria-controls="ub-content-toggle-panel-0-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" tabindex="0"> <p class="wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" style="color: #ffffff; --ub-content-toggle-title-link-color: #ffffff; "><strong>Installation & Upgrades</strong></p> <div class="wp-block-ub-content-toggle-accordion-toggle-wrap right" style="color: #ffffff;"><span class="wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down"></span></div> </div> <div role="region" aria-expanded="false" class="wp-block-ub-content-toggle-accordion-content-wrap ub-hide" id="ub-content-toggle-panel-0-492d2dcb-6e1e-432e-8f69-7c7db92b77e4"> <p><strong>Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Clarification of any installation or upgrade steps</li> <li>Troubleshooting problems encountered during installation and upgrades</li> </ul> <p><strong>Outside of CB Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Step-by-step installation assistance</li> <li>Local (on-site) or remote installation services</li> <li>Consulting services to install or resolve non-Momentive Software installation issues specific to your organization’s technical environment</li> </ul> <p><strong>Additional Resources</strong></p> <ul class="wp-block-list"> <li>Your Authorized Business Partner or Professional Services</li> <li>Your in-house IT staff</li> </ul> </div> </div> <div class="no-border wp-block-ub-content-toggle-accordion" style="border-color: #00a7b5;" id="ub-content-toggle-panel-block-"> <div class="wp-block-ub-content-toggle-accordion-title-wrap" style="background-color: #00a7b5;" aria-controls="ub-content-toggle-panel-1-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" tabindex="0"> <p class="wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" style="color: #ffffff; "><strong>Setup, Configuration and Data Conversion</strong></p> <div class="wp-block-ub-content-toggle-accordion-toggle-wrap right" style="color: #ffffff;"><span class="wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down"></span></div> </div> <div role="region" aria-expanded="false" class="wp-block-ub-content-toggle-accordion-content-wrap ub-hide" id="ub-content-toggle-panel-1-492d2dcb-6e1e-432e-8f69-7c7db92b77e4"> <p><strong>Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Clarification of what various fields and codes mean and how they are used</li> <li>Troubleshooting problems encountered during setup, configuration, and data conversion of CB products</li> <li>Recommendations on usage of CB products in your organization</li> </ul> <p><strong>Outside of CB Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Consulting services, such as gaining an in-depth understanding of your organization’s needs and customizing your configuration to meet those needs</li> <li>Step-by-step migration of data from your previous software version or other software solution</li> <li>Configuring third party applications</li> <li>Creating or troubleshooting customizations (i.e. HTML SQL scripts & triggers, etc.)</li> <li>Training</li> </ul> <p><strong>Additional Resources</strong></p> <ul class="wp-block-list"> <li>Your Authorized Business Partner or Professional Services</li> <li>Your in-house IT staff</li> </ul> </div> </div> <div class="no-border wp-block-ub-content-toggle-accordion" style="border-color: #00a7b5;" id="ub-content-toggle-panel-block-"> <div class="wp-block-ub-content-toggle-accordion-title-wrap" style="background-color: #00a7b5;" aria-controls="ub-content-toggle-panel-2-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" tabindex="0"> <p class="wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" style="color: #ffffff; "><strong>Data Entry/Product operations</strong></p> <div class="wp-block-ub-content-toggle-accordion-toggle-wrap right" style="color: #ffffff;"><span class="wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down"></span></div> </div> <div role="region" aria-expanded="false" class="wp-block-ub-content-toggle-accordion-content-wrap ub-hide" id="ub-content-toggle-panel-2-492d2dcb-6e1e-432e-8f69-7c7db92b77e4"> <p><strong>Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Guidance on how to fix problems created by incorrect data entry through the product interface</li> <li>Clarification of what various fields mean or processes you may find confusing</li> <li>Troubleshooting problems encountered with data entry or product operations</li> <li>Troubleshoot product-related errors and messages</li> </ul> <p><strong>Outside of CB Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Analyzing your individual transactions to determine the source of a data entry error</li> <li>Advice regarding how to code individual transactions</li> <li>Reconciling your bank statement </li> <li>Training</li> <li>Assistance with data entry or manipulation outside the user interface</li> </ul> <p><strong>Additional Resources</strong></p> <ul class="wp-block-list"> <li>Your Authorized Business Partner or Professional Services</li> <li>Authorized data repair centers</li> <li>Your accountant</li> </ul> </div> </div> <div class="no-border wp-block-ub-content-toggle-accordion" style="border-color: #00a7b5;" id="ub-content-toggle-panel-block-"> <div class="wp-block-ub-content-toggle-accordion-title-wrap" style="background-color: #00a7b5;" aria-controls="ub-content-toggle-panel-3-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" tabindex="0"> <p class="wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" style="color: #ffffff; "><strong>Import/Export</strong></p> <div class="wp-block-ub-content-toggle-accordion-toggle-wrap right" style="color: #ffffff;"><span class="wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down"></span></div> </div> <div role="region" aria-expanded="false" class="wp-block-ub-content-toggle-accordion-content-wrap ub-hide" id="ub-content-toggle-panel-3-492d2dcb-6e1e-432e-8f69-7c7db92b77e4"> <p><strong>Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Guidance on the proper format for importing data into your solution</li> <li>Troubleshooting errors encountered when importing data into your solution</li> <li>Troubleshooting problems encountered by exporting data from your solution</li> </ul> <p><strong>Outside of CB Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Exporting accurate data from third-party software or validating/formatting it for you so that it can be imported into your Abila solution</li> <li>Creating your data definition files or mappings fr data import</li> <li>Importing data into a third party product</li> <li>Usage and configuration questions on third party product</li> <li>Training</li> </ul> <p><strong>Additional Resources</strong></p> <ul class="wp-block-list"> <li>Your Authorized Business Partner or Professional Services</li> <li>Authorized data repair centers</li> <li>Your accountant </li> <li>The third-party software publisher</li> </ul> </div> </div> <div class="no-border wp-block-ub-content-toggle-accordion" style="border-color: #00a7b5;" id="ub-content-toggle-panel-block-"> <div class="wp-block-ub-content-toggle-accordion-title-wrap" style="background-color: #00a7b5;" aria-controls="ub-content-toggle-panel-4-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" tabindex="0"> <p class="wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" style="color: #ffffff; "><strong>Reporting</strong></p> <div class="wp-block-ub-content-toggle-accordion-toggle-wrap right" style="color: #ffffff;"><span class="wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down"></span></div> </div> <div role="region" aria-expanded="false" class="wp-block-ub-content-toggle-accordion-content-wrap ub-hide" id="ub-content-toggle-panel-4-492d2dcb-6e1e-432e-8f69-7c7db92b77e4"> <p><strong>Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Clarification of what various reporting options mean</li> <li>Troubleshooting errors encountered when setting up or running reports</li> <li>Guidance on creating/customizing/refining a basic report to meet your reporting needs</li> </ul> <p><strong>Outside of CB Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Creating or designing reports</li> <li>Troubleshooting problems encountered with customized reports or third-party reporting programs or tools (formatting formulas, parameters, etc.)</li> <li>Assistance connecting your data to third party reporting tools</li> <li>Training</li> </ul> <p><strong>Additional Resources</strong></p> <ul class="wp-block-list"> <li>Your Authorized Business Partner or Professional Services</li> <li>The third-party software publisher</li> <li>Your in-house IT staff</li> </ul> </div> </div> <div class="no-border wp-block-ub-content-toggle-accordion" style="border-color: #00a7b5;" id="ub-content-toggle-panel-block-"> <div class="wp-block-ub-content-toggle-accordion-title-wrap" style="background-color: #00a7b5;" aria-controls="ub-content-toggle-panel-5-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" tabindex="0"> <p class="wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" style="color: #ffffff; "><strong>Rest API</strong></p> <div class="wp-block-ub-content-toggle-accordion-toggle-wrap right" style="color: #ffffff;"><span class="wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down"></span></div> </div> <div role="region" aria-expanded="false" class="wp-block-ub-content-toggle-accordion-content-wrap ub-hide" id="ub-content-toggle-panel-5-492d2dcb-6e1e-432e-8f69-7c7db92b77e4"> <p><strong>Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Installation/configuration issues</li> <li>Troubleshooting errors encountered when using the Rest API</li> <li>Troubleshooting inconsistency in behavior compared to the MIP application interface</li> <li>Confirming Endpoint will read/write data as it is designed to.</li> </ul> <p><strong>Outside of CB Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Consultation services</li> <li>Troubleshooting code</li> <li>Writing code</li> <li>HTML connection problems</li> <li>Guidance on which endpoints to use to read/write specific data.</li> </ul> <p><strong>Additional Resources</strong></p> <ul class="wp-block-list"> <li>A Tech Partner</li> <li>A Business Partner</li> <li>A third party consultant of your choice</li> </ul> </div> </div> <div class="no-border wp-block-ub-content-toggle-accordion" style="border-color: #00a7b5;" id="ub-content-toggle-panel-block-"> <div class="wp-block-ub-content-toggle-accordion-title-wrap" style="background-color: #00a7b5;" aria-controls="ub-content-toggle-panel-6-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" tabindex="0"> <p class="wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" style="color: #ffffff; "><strong>Hardware/Operating Systems/Database/IIS/Browsers</strong></p> <div class="wp-block-ub-content-toggle-accordion-toggle-wrap right" style="color: #ffffff;"><span class="wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down"></span></div> </div> <div role="region" aria-expanded="false" class="wp-block-ub-content-toggle-accordion-content-wrap ub-hide" id="ub-content-toggle-panel-6-492d2dcb-6e1e-432e-8f69-7c7db92b77e4"> <p><strong>Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Clarification of system recommendations and requirements</li> <li>Guidance on any specific configuration settings required by your solution</li> <li>Troubleshooting printing errors received in your solution when printing is working otherwise</li> </ul> <p><strong>Outside of CB Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Installation</li> <li>Configuring vendor systems (desktop, operating systems, Microsoft Server, and/or SQL Server, IIS, SMTP, remote services, etc.)</li> <li>Troubleshooting stability, performance, or other problems</li> <li>Troubleshooting operating system issues – firewall, antivirus, permissions</li> <li>Troubleshooting installation, or configuration of your Virtual environment (Citrix, VMWare, HyperV, etc.)</li> <li>Assistance with installation or set up of email, browsers, etc.</li> <li>Assistance with printer connectivity or configuration</li> <li>Training</li> </ul> <p><strong>Additional Resources</strong></p> <ul class="wp-block-list"> <li>Your Authorized Business Barter or Professional Services</li> <li>The third-party software publisher</li> <li>Your hardware, OS, database, IIS or browser vendor</li> </ul> </div> </div> <div class="no-border wp-block-ub-content-toggle-accordion" style="border-color: #00a7b5;" id="ub-content-toggle-panel-block-"> <div class="wp-block-ub-content-toggle-accordion-title-wrap" style="background-color: #00a7b5;" aria-controls="ub-content-toggle-panel-7-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" tabindex="0"> <p class="wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-492d2dcb-6e1e-432e-8f69-7c7db92b77e4" style="color: #ffffff; "><strong>Network Connectivity</strong></p> <div class="wp-block-ub-content-toggle-accordion-toggle-wrap right" style="color: #ffffff;"><span class="wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down"></span></div> </div> <div role="region" aria-expanded="false" class="wp-block-ub-content-toggle-accordion-content-wrap ub-hide" id="ub-content-toggle-panel-7-492d2dcb-6e1e-432e-8f69-7c7db92b77e4"> <p><strong>Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Troubleshooting connectivity issues within your solution when your supported network infrastructure is otherwise working</li> <li>Troubleshooting connectivity to CB hosting center when Internet connectivity is working</li> </ul> <p><strong>Outside of CB Maintenance and Support Coverage</strong></p> <ul class="wp-block-list"> <li>Troubleshooting internet connectivity</li> <li>Troubleshooting other connectivity issues that exist outside of your Abila solution</li> <li>Assistance with unsupported networks</li> <li>Installation, troubleshooting, or configuration of network (WAN/LAN) security/cards/cabling/hardware/software</li> <li>Training</li> </ul> <p><strong>Additional Resources</strong></p> <ul class="wp-block-list"> <li>Your in-house IT staff</li> <li>Your Internet Service Provider (ISP)</li> <li>Your external vendor</li> <li>Your Authorized Business Partner or Professional Services</li> </ul> </div> </div> </div></p> </div> </div> </div> </div> </div> <div class="fl-col fl-node-xweflik8vpj3 fl-col-bg-color fl-col-small" data-node="xweflik8vpj3"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-uabb-heading fl-node-sl6tkyhf5u3v" data-node="sl6tkyhf5u3v"> <div class="fl-module-content fl-node-content"> <div 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