CoreLogic Technical Support Policy

Eaton is proud to deliver quality products that deliver value to all levels of customer experience. Powerware CoreLogic Technical Support takes great care to provide great service to our valuable customers through our online services. We are committed to resolving technical issues in a timely manner. In order to better assist you and to facilitate prompt service, please review the following guidelines:

Receiving Support

Eaton provides several means of support for Powerware CoreLogic. To facilitate quick resolution of issues and to enable the most efficient use of support personnel, please consult support resources in the following sequence:

1. Product Literature – Review the documentation provided with CoreLogic to determine whether the task you are attempting is documented.
2. Technical Support Request – If you are unable to find a solution using Product Literature or the contact technical support with a detailed description of the issues and the affected platforms.

Our support personnel provide expert assistance and solutions for your issues in the most efficient manner possible. Please be aware that response times are dependant upon the volume and priority of inquiries we receive.

What is a technical support inquiry?

A "support inquiry" is the resolution of one technical question, problem or issue, regardless of the number of contacts with Technical Support required to resolve it. One inquiry may require several contacts with Support to resolve, whereas several inquiries can be resolved in one contact.

Each inquiry is initiated by completing the Technical Support request form. You may open multiple inquiries as long as they are separate and distinct issues that can each be resolved individually.
 

Technical support personnel can help you address the following types of inquiries:
	Providing information to supplement descriptions of documented features
	Helping to troubleshoot issues encountered while using these features
	Assistance with the development of your project as it extends to helping you understand how our product works, and not directly implementing these product features into your project, which would be considered training.
Technical support will not:
	Perform design and development tasks
	Perform debugging
	Perform training
The following types of inquiries are beyond the scope of Technical Support:
	Customizing or integrating scripts (JavaScript, VBscript, etc)
	Answering how-to questions regarding 3rd. party products (Operating systems, script editors, compilers, etc)

Closing an inquiry

An inquiry is considered closed when a workaround or solution is provided, or a resolution is provided. A resolution can include a workaround, an explanation of a concept, or an explanation of why the inquiry may not have a solution.

Our Technical Support personnel will present the best resolution possible. However we do not guarantee a final outcome when a support inquiry is accepted. Technical support personnel may determine that an inquiry cannot be resolved due to product constraints, compatibilities, time, or other factors beyond our control.

Types of Inquiries

Bugs
Bugs are problems caused by some technical aspect or function of the CoreLogic product that does not deliver results as expected and outlined in the product documentation. For issues reported as bugs, Technical Support will work with you to reproduce the issue, determine whether the issue is a bug, and provide a workaround, if possible. In some cases, Technical Support may be unable to reproduce issues that are attributed to specific customer platforms, configurations, or environments.

Technical clarification
Technical clarifications are requests for additional information to supplement existing documentation or for general technical questions about implementing a solution with CoreLogic.

Enhancements
Enhancements are requests to extend the functionality of the CoreLogic Toolkit beyond the currently documented feature set. Enhancements are gathered by Technical support and periodically reviewed for feasibility and possible implementation in future releases.

Documentation errors
Documentation errors consist of inaccurate information or instructions provided in the documentation accompanying the product or other online resources. Documentation includes user manuals, online help, quick start guides, ReadMe files, FAQs, etc.