TIW offers User technical support via
telephone/fax/Email for a
period of one year from date of purchase or until the expiration date of current software
maintenance agreement (SMA). The technical support is designed to answer specific
questions regarding how TIW products function, what features are designed to do, report
program bugs, and other detailed technical questions. Explaining accounting and manufacturing processes
and disciplines, training, installation, and systems hardware configuration are properly
the responsibility of Authorized TIW Dealers and outside the scope of this support.
A word about working with TIW on technical
We sincerely want you to be successful with our product. Please view us
as a partner.
ALERE Business Applications are complex products and occasionally you might run into
anomalies. Here is how we approach solving a problem:
- First, and foremost, we must be able to duplicate the problem. As best as
you can, relate to us the steps to recreate the problem. Yes, indeed, we believe you have
seen it on your system. The trick is to get us to see it on our system. This means that it
is not related to your environment and therefore considerably reduces the amount of time
to solve the issue. On occasion, we will ask you to provide a copy of your data and
programs. This allows us to work directly with your data, using your programs, in our
- When we can duplicate the problem we first look to see if we can provide
you with a viable work around in order to minimize the effects on your day-to-day
- We then work to see if we can provide a field patch if the problem is
severe and/or there is no good work around.
- We slate a permanent correction for a future software release once you
have a work around or we have provided a field patch. Generally speaking we release a new
letter, decimal or version every 10 to 16 weeks. Of course we make exceptions if we
determine that there is a severe problem that may compromise data integrity or the core
functionality of the product. In that rare case, every effort is made to immediately
correct the issue and release a new version.
- If we cannot duplicate the problem it doesn't mean we have stopped
trying. Each week we review open issues in a Development Meeting to see
if perhaps someone else has an idea or has run into a similar situation.
By the way, do not be surprised to get a follow up phone call from us.
Our people take personal pride in their work and want to make sure you are satisfied.