Maintenance, Enhancement & Support

The Rebis® MES contract provides users with free software upgrades, enhancements and bug fixes; plus priority, toll-free software support. Rebis MES subscribers may take advantage of experienced technical support in a combined effort from our technical engineers and authorized reseller channel.

Who uses Rebis Technical Support and why should I buy it?

The MES program offers free product upgrades. When a new product or upgrade is released, Rebis will automatically ship it to you, free, without any shipping charges. In addition to upgrades, you also receive periodic product enhancements and fixes.

More frequently, new and existing software users find themselves in need of ongoing technical support to maximize their productivity. As the number and complexity of the Rebis product line grows, it may not be possible for your local reseller to support all your Rebis products. For this reason, Rebis offers the MES contract to guarantee Priority technical support to our users.

What's more, users calling within the United States or Canada can get technical support toll free! Non-MES callers will not receive technical assistance from Rebis headquarters after the warranty period has expired. After this period, they can obtain technical support by calling their local dealer. Rebis guarantees a maximum of 48 hours turnaround time for a response to a problem, but normally, a call can be taken on the spot. Response time may be longer for overseas callers.

How do I use the Support Line? (US and Canada)

You may dial 1-800-732-4755 or 1-800-REBIS55 and ask for support by mentioning the product name. Overseas users should contact their Rebis Reseller. Alternatively they may fax their support problem to 985-893-5293, e-mail it to support@rebis.com, or submit an online support incident on Rebis' website.

Which Modules are supported under MES?

Most Rebis modules, actively being sold by Rebis are eligible for MES coverage. MES only applies to current software versions, older releases must be upgraded before they can be covered under the MES program. In addition, multiple copies of a product at a site must all be covered or none shall be covered. It is Rebis' intention to provide MES with free software updates and the highest level of technical support.

What are the Facts?

Rebis believes MES holders should receive the highest level of technical support. In order for us to do this, we ask that you use the 1-800 number each time you call for support. MES is available to your primary and secondary Rebis software end user. Technical support is active on the first effective day of the contract and inactive again on the contract's expiration date. If you are a new user, your MES technical support will expire 60 days after you have received your software.

Features of Support	Priority (MES)	60 day warranty	Non-MES
Tech support call back period	Immediately or within 48 hours	Immediately or within 48 hours	None
Major upgrades / releases and enhancements	FREE	NONE	None
Toll-free calling	YES	YES	No
Fix patches	YES	YES	YES
24-hour fax / e-mail / WWW	YES	YES	No

Current Release

Rebis provides Priority support only on the most current version of released software. Users will be assisted with problems that include installation and operation of the program. Further comprehensive training is available from Rebis to provide the user with more in-depth knowledge than can be supplied by telephone, fax or e-mail technical support. With each support request received, Rebis technical support engineers will attempt to diagnose possible program errors and problem drawings/models. Rebis will provide a workaround or a method of correcting the problem if possible.

If a complex error arises in a product which will affect many users, Rebis will offer a free patch to fix the problem in between product releases. Patches are available for corrections of problems for the previous release up to the current product version, as well as for the correction for the current problem. Patches are made available on the Rebis web site at http://www.rebis.com. Instructions on how to retrieve them can be found on the web site.

Last Supported Version

Rebis supports the current release and earlier versions back to the last major release of each product. Rebis will not support products that are two or more major releases old. In addition, Rebis will also not support AutoCAD based programs that are two or more major AutoCAD versions behind the current release, nor does the company offer support on questions that are just related to AutoCAD.

Other Releases

For all correction or minor versions of a product since the last major release, Rebis will provide the same level of support as the current release, except Rebis may not provide patches. If a patch is needed, it will be related to the last released version. Rebis will also issue a correction release based on the latest released software only. Phone, fax, and e-mail technical support, and support via Rebis' web site will be provided for the next to last major version and for minor versions that are at the same level as the current version.

Technical Support Hours

Technical phone support is guaranteed during regular business hours of 8am - 5pm (Central Standard Time). Certain products may be supported before or after these designated hours, but those times are not guaranteed. International Rebis software users are advised to fax or e-mail their support problem to their local Rebis Authorized Reseller. Faxes and e-mail can be received 24 hours a day.

Technical Support Numbers

• Telephone: 1-800-REBIS55 |or| 985-893-2855
• Fax: 985-893-5293
• E-mail: support@rebis.com