Tigress 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 Tigress 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 Tigress 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
Tigress 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
Tigress 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 Tigress customer support please email
helpdesk@tigress.co.uk.