	Support Overview

	Help Desk

	Log a Support Call

Support

Help Desk

OTL Software have a team of highly qualified support consultants who can resolve problems and provide assistance with the configuration and operation of your OTL Software products.

The current time in New Zealand is Sunday, 1 August 2010, 10:49:22

Normal Support

For business hours support (Monday to Friday, 8.30 am to 5 pm, NZST, excluding public holidays) calls can be logged as follows:

Email Help Desk at helpdesk@otl.co.nz

Log a Support Call Online

Phone Help Desk on +64 9 303 9120 during our normal business hours

Fax Help Desk on +64 9 303 9129

Urgent After Hours Support

For urgent support after hours you can phone our 24 X 7 support line. Important Note: If you do not have a 24 X 7 support contract then this support will be chargeable. Please ensure you have authority to approve the charges when the consultant calls.

Phone 24 X 7 Help Desk on +64 9 303 9120

A consultant will contact you within 1 hour of your call.

What Information do we Need?

The following information will help us to resolve your problem more quickly:

►	Product details, including versions, patches and serial numbers.
►	A fault description, along with any error messages.
►	An indication of urgency (see Priority table below).
►	Your contact details.

Priority	Description
1	System Down - Product Completely Inoperative, or Major Feature/Component not working. Causing significant disruption to operations.
2	Urgent - Feature not operating or malfunctioning. Causing regular disruption or difficulty in operation but product useable.
3	Standard - Problem causing minor or no disruption to operations, or alternative operation available.