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.