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Priority Plus Support and Software Maintenance Program
Wyse Rapport, version 4.4 is the intuitive thin-client management software that brings lower TCO, more robust functionality, and a longer productive life to network device installations. Wyse Customer Support provides the Basic support services indicated below to Wyse Rapport customers. The Wyse Rapport Priority Plus Support and Software Maintenance program helps customers get the most out of their Rapport installations by offering Wyse Rapport customers enhanced technical support for the Wyse Rapport product and all software upgrades for the Wyse Rapport product.
 For more information, please call us on 1300 88 WYSE (9973) or +61 2 9492 0180, or email info@wyse.com.au
WYSE RAPPORT BASIC SUPPORT
Provided at No Extra Charge to All Wyse Rapport Customers
- Basic Telephone Technical Support
Wyse provides free telephone technical support on product installation and configuration.
- Online Knowledge Base - AskWyse.com
The Wyse Software Knowledge Portal answers commonly asked questions and identifies resolutions to potential issues. The Knowledge Portal captures new questions and archives the answers for future reference.
- Email Support - techsupport@wyse.com.au
Customers submit their support questions via this support request web page. A support technician will contact the customer via email within 24 hours. Support limited to product installation and configuration questions.
- Basic Wyse Rapport support is limited to the following:
- Installation of the Wyse Rapport Software
- Discovery of clients on a simple network
- Imaging clients with base images on a simple network
- Installing Hagents on terminals
- Licensing issues
WYSE RAPPORT PRIORITY PLUS SUPPORT AND MAINTENANCE
includes all the benefits of Wyse Rapport Basic Support plus:
Telephone Technical Support
Wyse provides priority telephone technical support on Rapport questions and issues. Additionally, Wyse Customer Support provides:
- Support on a wide variety of issues including but not limited to:
- Pulling and Pushing custom Images and configurations
- Bundling Custom images and configurations for CE terminals
- Configuring DDC
- Troubleshooting in a complex network setup
- Custom Scripts and packages are not supported
- Customer issues submitted under a Priority Plus Contract will be treated with a higher priority than Basic Support issues
All New Versions of Rapport Provided FREE-of-Charge During the Contract Period
Customers stay up-to-date with the latest Wyse Rapport versions by automatically receiving all upgrades to the Wyse Rapport edition (Workgroup or Enterprise) for which they are licensed. Upgrades are available as a free download.
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