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Horizons International Support Programs

All About ASAP Support

Horizons has established a system by which Partners/ Resellers act as the first line of Technical/Sales Support for our Customers. This method allows the Partner/ Reseller to work with the Customer to solve on-site Hardware/ Software, product fit, and implementation issues that are unknown to Horizons. If you are a customer please use your Partner/ Reseller resource to solve your day-to-day operational concerns. If needed, a Partner/Reseller will be able to contact us to help resolve the issue.

Of course, there will be times when the Partner/ Reseller is unavailable or unable to assist with the resolution of a pressing problem or the Customer has a personal preference. It is for these situations that we have established ASAP Support.

There are two options available for Customers who wish to take advantage of ASAP Support...

Per Incident:
Phone support can be provided on a per-incident call basis using a credit card. We accept MasterCard, VISA and American Express. The rate is $125.00 per incident. Have your credit card ready when calling, please.

Pre-Paid Packs:
  • 5 incidents $610
  • 10 incidents $1,200
  • 20 incidents $2,300
These plans are designed to support "issues" with the software program as well as "how to" and "what did I do wrong" questions. They are not designed to act as an extensive training vehicle. We offer telephone/ dial in training sessions at $175 per hour with a two-hour minimum for all the hZ cross industry pieces.

Online Support

ASAP Support Users may submit their queries via our web form.
To submit Technical Issues Click here.

Support Guidelines

Calls and e-mail are handled as they arrive and are answered in the order they are received. Queue times are usually short. For best resolution please have your situation well diagnosed before you contact us with a request for assistance. Detailed specific information enables us to resolve your issue quickly.

The following questions are an excellent example of the type of information that will be requested of callers accessing the ASAP technical support program.

  • Who is the Partner/ Reseller Company?
  • Who is the Partner/ Reseller Contact?
  • How can we contact him/ her?
  • Who is the End User Company?
  • Who is the End User Contact?
  • How can we contact him/ her?

Which Horizons Product are we dealing with:

  • Which Build?
  • Which Version of Dynamics?
  • Which Platform?

Where did the problem occur? (Go To X > Y > Z)

  • Doing What?
  • What was expected?
  • What Happened Instead?
  • So what is the problem?

What activity, event or situation preceded the occurrence of this problem? For example, issues usually come to the surface after an upgrade, an alteration of the system or the introduction of a new user, new procedure or something that is uniquely changed from what was in place before the problem arrived.

Technical Support will want to follow up with the Partner in front of a machine that is exhibiting the behavior in question. Customers with Technical Support plans are also welcome to help our staff with the walk through. It is very important that the person that is walking us through the situation is well versed in Horizons Manufacturing Suite and the problem being addressed