This series of documents is intended to help clarify the scope of support coverage for different areas of Penelope and add-on modules.
What kinds of things are:
Included in support packages
Making Engage and updates available for download and installation by your sufficiently knowledgeable IT team
Assisting in troubleshooting Engage-related errors after the system has been successfully setup and configured by your IT team.
Technical support for your agency (server down issues or errors generated by Engage)
Fall outside of support coverage
Troubleshooting your Engage installation
Dealing with configuration elements of your Outlook, network or server environment
Installation of Engage on self-hosted server
Technical support for your agency’s clients and their use of Engage
Trouble-shooting network issues relating to reverse proxy
Setting up DNS records for Engage server
Setting up SSL certificates for Engage server
Handled through Professional Services
Contact your account manager to discuss purchasing advanced and professional support services at accountmanagement@bonterratech.com
For self-hosted clients, the installation of Engage on your server (provided that we have appropriate connectivity, access rights/ permissions and Penelope’s system requirements are met)
IT assistance in setting up and configuring Engage to run in your environment
Getting the most out of Engage via our Engage Implementation Pathway
Installation assistance with Apache as reverse proxy
Generation of CSR and installation of generated certification once provided by client
Installation assistance with Apache as reverse proxy