Geotrace Data Integration Services provides a dedicated helpdesk facility to give telephone and email support for Tigress users. Support is given on technical and operational aspects of the Tigress software and its installation.
Helpdesk
The Geotrace helpdesk is there to offer guidance and support for Tigress users. You may use this service for all support issues: help on running the software; installation questions; product licencing; data management; and data loading. The helpdesk is open during normal office hours, Monday to Friday, except public and national holidays. Users are welcome to contact either the UK office or Russian office for assistance.
Calls to the helpdesk (by email, telephone or fax) are registered in our central support database, and a comprehensive call management system ensures that responses are issued in a timely fashion and that the knowledge is captured in the calls database for future use.
Secure online support
As a registered Tigress user you may log into our call system remotely at any time. This allows you to track the progress of your calls if they cannot be answered immediately, or to refer back to earlier discussions and calls you have registered with the Geotrace helpdesk.
To access the helpdesk this way you will need your login ID and a password. If you don't have a password please contact our helpdesk.
Software updates
Geotrace offers a full maintenance and support program for our software. Major upgrades of the Tigress product are issued automatically to all sites on average once a year. We provide patch releases when asked, and these are typically bundled into minor releases every three or four months. Patches offer users a fast route to access any bug fixes to the code, or to minor product enhancements as they are incorporated into the product.
Patches are available for immediate download from the Tigress ftp site: contact our helpdesk for details of current patches and for access to the ftp area.
Remote support
The latest installations of Tigress include a greatly improved and simplified facility for remote support. With your permission and at your instruction, a window can be opened up on your system via the Internet using a secure shell (SSH) and virtual network computing (VNC). This secure Internet connection is then used by Geotrace support to log into your server. Simple text based shells can be run for editing purposes, or full graphical displays run to illustrate workflows of the Tigress applications. We can walk you through the software, controlling the displays on your screens from our own system. The connection is only ever activated by you, the client, and can be terminated by either party at any time.
This feature is an extremely valuable support service for more distant sites, where you may be working alone, or for those of you on the road with no local technical support nearby.
More information
For more information about our customer support please email helpdesk@tigress.co.uk.