Technical Support Guidelines for GoldMine products

Version 4

    Details

     

    Sometimes customers and GoldMine Certified Partners request information, troubleshooting assistance, or advice of a nature that is outside the guidelines of the technical support provided by GoldMine (a division of Ivanti). Due to the nature of the technical support that we offer, along with certain other factors such as time constraints, GoldMine Technical Support cannot provide support in the following situations.
    Most of the following are among the many offerings that are customarily provided by GoldMine Certified Partners. Please use http://www.goldmine.com/find-a-partner to locate a partner or contact the Customer Care department at customer.care@ivanti.com for help in finding a GoldMine Partner. Additionally, the GoldMine User Community at http://www.goldmine.com/community serves as another resource for issues that fall within these topics.

     


    Resolution

    Most of the following are among the many offerings that are customarily provided by GoldMine Certified Partners. Please use http://www.goldmine.com/find-a-partner to locate a partner or contact the Customer Care department at customer.care@ivanti.com for help in finding a GoldMine Partner. Additionally, the GoldMine User Community at http://www.goldmine.com/community serves as another resource for issues that fall within these topics.

    • Importing data from an external data source into GoldMine
    • Creating custom scripts, filters, dBase or SQL expressions based on customer specifications
    • Repairing database corruption of any kind that is beyond the scope of normal GoldMine database maintenance
    • Data cleanup that requires backend data manipulation
    • Creating screen customizations based on customer specifications
    • Creating or troubleshooting custom GM+View screens
    • Creating or troubleshooting custom HTML email templates
    • Writing a custom report based on customer requirements
    • Revising a custom report previously provided by GoldMine/HEAT Software
    • Customizing a report previously provided by GoldMine/HEAT Software
    • Using administrative features of MS-SQL or determining optimal MS-SQL server performance tuning settings
    • Troubleshooting operating system or network performance issues
    • Resolving network, workstation or environmental errors not directly related to GoldMine
    • Creating or customizing scripts, code, stored procedures, triggers or other programming related tasks.
    • Creating, customizing or troubleshooting special-purpose files, such as the PREDIAL.INI or LOOKUP.INI
    • Creating or adjusting Automated Processes
    • Assisting with backing up or restoring GoldMine-related data, products, or systems files
    • Providing training on operating systems, network or product features, processes or functions
    • Offering consultation services or otherwise planning the implementation for any product beyond basic troubleshooting of an error message or other specific problem that precludes installation
    • Providing initial implementation and configuration support for GoldSync
    • Providing initial implementation and configuration support for Internet Information Services (IIS)
    • Configuring, creating or troubleshooting HTML, CGI, PERL (or other scripting languages) for use with the Web Import feature
    • Providing support for problems encountered using any ‘BETA’ version of GoldMine products that do not occur in the released version of the software
    • Providing support for GoldMine products on workstations or servers using ‘BETA’ level or unsupported operating systems
    • Conducting training on how to use GoldMine and its features. Please check available educational offerings at http://www.goldmine.com/training/training_videos_basics.html