 TOLIS
Group Support Center
 
"As a new user of BRU, I was very pleasantly surprised at the excellent level of technical support
provided by the staff at TOLIS. I have asked a lot of questions as I have worked through the setup and
configuration of our server, and the support I have received has been timely, professional and courteous.
Many thanks to the TOLIS team for their assistance."
Bob Bolt - Network Systems Analyst
Faculty of Education - University of Alberta
Guidelines for Support:
The following guidelines are in place for contacting TOLIS Group Support. If you have any questions
about these guidelines, please contact BRU
Sales.
Support Agreement Holders:
Customers that have current Support Agreements are provided support via telephone or email*.
DEMO and Evaluation Customers:
Demo and evaluation support is handled through email* only as outlined in your welcome email
that you received upon downloading the demo version. Telephone support is not available for demo users.
New Customers within 30-Days of Purchase:
If you recently purchased your product, you are given support via telephone, and email*. Once your
initial 30-days have been reached, any open issues will continue to be supported but by email* only. Telephone
support will no longer be available. If you would like to continue to receive support via telephone,
please purchase a support agreement by contacting BRU
Sales.
No Support Agreement/Outside of Initial 30-Days:
For customers that do not have current support agreements or are outside of the initial 30-days of purchase,
there is no support available directly from TOLIS Group. Telephone is not permitted. Email* support
is only available for open issues prior to the expiration the support agreement or initial 30-days
after product purchase. If you would like to continue to receive support via telephone, please purchase
a support agreement by contacting BRU
Sales.
Please Note : The technical support agreement response time commitment is within 24 or 48 business hours
Monday thru Friday (excluding holidays), depending on your support level agreement. Typical response time
is significantly faster.
*Email Note: A new, Web-based process to log requests for technical support has been
implemented. This will be the lone electronic access point to technical support and replaces the e-mail
system previously used. E-mails directed to support[at]tolisgroup.com, the replaced process, will be returned
with directions to submit requests via the Web-based form. The process for extended technical support agreement
holders to contact us for phone support remains unchanged.
The TOLIS Group Support Team is staffed by product engineers who bring years of product knowledge and
system administration experience to bear when answering your questions. Here's one example of the Level
of Support you will receive.
Knowledge
Base
There is a wealth of information in our Knowledge Base and with over 150 articles and growing, it's
a resource that is available to you 24 hours a day, 7 days a week for all TOLIS Group Customers. |
Online
Support †
Using the TOLIS Group Technical Support System, you can login to create a new ticket, view the status
of existing tickets, or reply to open tickets. Support Representatives are available Monday - Friday
8 AM - 5 PM MST |
Telephone
Support †
Contact our Technical Support Team via telephone. Support Representatives are available Monday
- Friday 8 AM - 5 PM MST. |
Available
Product Updates
Check the product updates section to see if there is an available update or patch to your product. |
Feedback
or Feature Request
If you would like to submit a feature request or provide feedback about our web site, Knowledge Base,
or products, you may do so by using our online form. |
Resources,
Links, & Mailing Lists
See our other resources and links that may be of use for you or subscribe to our mailing lists that
include user discussions and important announcements. |
End-of-Life Products:
BRU-Pro, BRU Personal Edition, BRU 16.0 and earlier, and BRU Server v1.1.5 and earlier are all considered
at End-of-Life. We no longer support these products. Please contact BRU
Sales for information about upgrading your product.
†TOLIS Group Support is only available to customers with a current support agreement or customers
that are within the first 30-days of product purchase. |