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[Programs & Services]
[Borland US]

Borland Assist

Technical Information is as integral to an information system as the code used to create it. Borland Assist offers a wide selection of technical support solutions for developers, integrators and consultants.

In this document:

Standard Support

Up and Running

Available at no charge, Up and Running provides registered users with quick and easy access to Borland's Technical Support. You can call a support engineer regarding software installation on the Installation Hotline, or use Automated Support, TechFax, Download Bulletin Board Service, or use one of the On-line Support Forums for information about product features and usage. Product definitions: Borland databases: dBASE and Paradox; Borland Languages: Borland C, C++, Pascal, and Delphi; Decision Support Tools, ReportSmith and ReportSmith SQL. InterBase support is offered exclusively through the InterBase Hotline or by incident under "Pay-as-you-go Support Options."

Installation Hotline

All registered users have unlimited telephone access to assistance regarding software setup, and installation.

Automated Support

On-line Automated Support technical information isalways available.

TechFax

This automated service sends free technical information to your fax machine.

Download Bulletin Board Service (DLBBS)

On-line Support Forums: CompuServe, Borland ftp site via Internet, BIX, and Genie

Use your modem to contact a variety of Borland-sponsored user forums at no additional charge. On-line forums put you in touch with thousands of Borland users who may provide assistance, tecnical informatoin, exchange ideas and experience.

Enhanced Support

Because your support needs vary depending on product use and expertise, Enhanced Support offers two support options.

Note: Usability contracts do not provide support for programming in Object PAL, dBASE, C++ or Object Pascal, or in the use of Class Libraries, (i.e., ObjectWindows Library, Turbo Vision, Visual Class Libraries) component and application development and debugging or client/server connectivity. You will need consultative support available in our Premium Support programs via Developer Assist, Client/Server Developer Assist, Advisor Line or the Incident Line.

Personal Assist

Designed for individual users who need unlimited support on a toll-free number.

Price: $149/year/contact for all Borland languages, and PC databases, and decision support tools. Corporate and volume pricing is also available to members of Borland Advantage.

Expert Assist

Designed for software experts who require ongoing support, Expert Assist provides priority hotline support for a single Borland application.

Price: $249/year/contact for a single Borland PC database or decision support tool.

Premium Support

Premium Support provides additional services tailored for the demanding environments of large corporations, advanced software developers, and Client/Server environments.

Developer Assist

Developer Assist is a specialized program for corporate and independent developers, as well as consultants. It is available for any single application, single language product, or single decision support tool.

Price: $2,500/year/contact; each additional contact costs $2,000.

Client/Server Developer Assist

Client/Server Developer Assist provides all the specialized support for corporate and independent developers found under Developer Assist with the addition of support for connectivity between a single Borland database or client application and supported SQL servers. With one Client/Server Developer Assist plan purchased at full price, you may add Client/Server developer support for ReportSmith for just $249/year.

Price: $3,000/year/contact; each additional contacts costs $2,500.

Help Desk Assist

Help Desk Assist bundles a variety of support services to aid help desk professionals deliver quality service to a large number of internal users on all Borland applications and decision support tools.

Price: $6,000 per year for three contacts; additional contacts cost $500 each.

InterBase Hotline

The InterBase Hotline provides comprehensive support for corporate IS departments.

Price: $6,000/year/contact; additional contacts cost $3,000 each.

Pay-as-you-go Support Options

Advisor Line

This service is ideal for priority response and consultative help on an as-needed basis. Client/Server connectivity and InterBase server support are available on the Incident Line.

Price: $2/minute, first minute free.

Incident Line

If you have occasional needs for InterBase or Client/Server connectivity support between client application and supported SQL servers, and have not selected Client/Server Developer Assist as your annual support plan, we recommend the Incident Line. Supported SQL servers currently include InterBase, Oracle, Informix, and Sybase.

An incident is defined as a single support issue and the effort needed to resolve it. A single support issue is a problem which cannot be broken down into subordinate problems. Before an incident is opened for a customer, the customer and the engineer must agree on what the problem is and the parameters for an acceptable solution. An incident may require multiple phone calls and off-line research.

Price: $200/incident. Unused incidents expire in 12 months.

Borland KnowledgeBase CD

Borland provides support tools to help the corporate help desk and developer obtain advanced technical support from their desktop in the Borland KnowledgeBase CD. This information-packed CD gives Borland customers access to thousands of articles, questions and answers, problem reports, and workarounds.

Price: $249 for one-year subscription, published quarterly.

Getting Started

When you sign up for Borland Assist, you will be issued a Personal Identification Number (PIN) that gives you access to the support option of your choice. To learn more about Borland Assist services or to obtain your PIN, please call the Borland Technical Support Information Service at 1-800-523-7070.

You may purchase Borland Assist via check, VISA, MasterCard, American Express, or company purchase order. Purchase order acceptance is subject to credit approval and requires a $500 minimum purchase.

Money-back Guarantee

Getting quality technical support for your Borland product is just a phone call away, and Borland ensures your complete satisfaction via a 30-day, money-back guarantee on any paid subscription you select.

Notes

Terminology: Borland PC databases as defined in this brochure refer to Paradox and dBASE for DOS and Windows. Borland language products refer to our C, C++ and Pascal products. Decision support tools are currently limited to ReportSmith.

Borland products covered by Borland Assist: dBASE, Paradox, ReportSmith for PC, ReportSmith for SQL, InterBase, Borland C, C++, and Pascal (DOS, Windows, and OS/2 versions).

*For help with features that require expertise such as Class Libraries (for example, ObjectWindows(R) Library, Turbo Vision(TM)) or database programming languages (for example, ObjectPal(R), dBASE(R)), you will need consultative help available through either Developer Assist, Client/Server Developer Assist, or the Advisor Line. For assistance with Client/Server connectivity you will need support available on Client/Server Developer Assist or the Incident Line.

Borland Assist Support Reference

On Line Services

Automated Support

A fully automated system provides up-to-date technical information and is available 24 hours a day, seven days a week.

TechFax

TechFax is a 24-hour automated fax retrieval system.

Up and Running

No charge to registered users. Up and Running gives you phone support for installation and configuration questions. Phone support is available from 6:00 A.M. - 5:00 P.M., Pacific Time, Monday through Friday.

900 Advisor Line

Advisor Lines are open from 6:00 A.M. - 5:00 P.M., Pacific Time, Monday through Friday.

Credit Card Advisor Line

Advisor Lines are open from 6:00 A.M. - 5:00 P.M., Pacific Time, Monday through Friday.

Incident Line

Call between 8:00 A.M. and 5:00 P.M. PacificTime, Monday--Friday.

To order Personal Assist or Expert Assist

Call between 6:00 A.M. and 5:00 P.M., PacificTime, Monday--Friday.

To order Developer Assist or Help Desk Assist

Call between 8:00 A.M. and 5:00 P. M., PacificTime, Monday--Friday.

To order Borland KnowledgeBase CD or any other product

Call between 7:00 A.M. and 4:00 P.M., PacificTime, Monday--Friday

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Last modified March 24, 1995