Technical Support
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Initial Installation Phone Support: Z-Firm software products include 3 installation related phone support incidents during the first 30 days after initial purchase. This phone support is for first-time software installation and does not cover system failures, system moves or system configuration changes. Z-Firm support is here to help with these topics--and any other--on a pay-per-call basis. Contact Z-Firm Customer Service at (206) 812-7874. Please note that no-charge phone support is to assist with installation, not to perform the actual installation. Z-Firm offers a complete remote installation service by remote control. Contact Z-Firm Customer Service for details at (206) 812-7874. Paid and no-charge phone support incidents have a half-hour cap (unless otherwise noted). Network problems, data corruption, and other system issues may require more time. The technician may ask you to open a additional incidents if more time is required.
Remote Access May Be Required: Particularly when anomolous issues arise, Z-Firm technicians may require remote access to your PC. This is done using a Z-Firm-provided system, at no cost to you (other than your regular internet access). When remote access is performed, you can watch everything the technician does, and can disconnect the Z-Firm technician at any time. If the Z-Firm technician requires remote access and it is not possible (due to customer company policy, or problematic internet access at your site, for example), Z-Firm may not be able to render assistance.
Software Maintenance: Also known as 'upgrade insurance.' Software maintenance plans provide access to updates, Z-Firm software version upgrades, and hot fixes at no extra charge. Software Maintenance also provides access to private, Z-Firm-staffed tech support web forums. Software maintenance can only be purchased on the entire OmniRush kit, not for specific modules. Software Maintenance plans do not include telephone support.
Subscription Software: Some products (e.g. ShipRush, ShipRush Server and some others) are licensed on an annual subscription (aka 'activation') basis. Initial purchase activates the product for a year, and renewal is required for continued operation. Subscription software includes all updates, upgrades and hotfixes released during the activation period. If ShipRush Server or the Open SQL database connector are added to another OmniRush Family member, the entire OmniRush system converts to a Subscription basis. Access to Z-Firm staffed tech support web forums is included. Initial installation phone support is also included with the initial purchase.
Developer Support: Several products are for a developer audience. Support for ShipRush ADO and ShipRush Server for Open SQL is available on the relevant public support forum. The ShipRush SDK and Web Developer Kit are supported on private support forums.
Forum Support: Z-Firm's technical support forums are a great way to interact with the Z-Firm support team. Forum support is included at no charge for all subscription based software, and is part of software maintenance for products covered by maintenance. Critical issues (system down conditions, and time sensitive inquiries) should be made by phone, not on the forums.