COMM-PRO ASSOCIATES, INC.

Emergency Support Information

Effective January 1, 2019 Comm-Pro is no longer be providing any HNAS Emergency Support.
Email End-Of-Life notices were sent out to our HNAS Customers and HNAS Providers in December 2017.

Emergency technical support is available by contacting our office, phone attendants are available 24 hours a day, 7 days a week. Our technical support representatives are usually available to provide immediate support during our standard business hours of 07:00 AM to 04:30 PM Monday through Friday Pacific Time (GMT -8). There are times during our standard business hours when phone calls will initially be handled by our non-technical phone attendants.  In these cases, calls will be handled the same as our non-standard hours support.

During non-standard business hours, our phone attendant will gather any appropriate customer information for call back. The attendant will then attempt to locate a technical support representative to assist you.  Your phone call will either be directly connected to a technician or receive a call back with-in a reasonable timeframe.

We recommend that all customers provide problem descriptions via E-mail as well as trace or dump (ABEND) diagnostics via e-mail or ftp so that we can begin work on the problem as soon as possible.  It's a good idea to always provide a copy of the CDF (configuration data file) when not provided via SYSPRINT.  The HNAS DNAS product level information should always be provided to expedite fault isolation processing.  (see DNAS display output which is provided at the beginning of all HNAS SYSPRINT output).    

You may also obtain emergency support by e-mail notification.  Under emergency situations your e-mail transmission should always be followed up with a phone call if you haven't received an e-mail response with-in a reasonable timeframe.  This is primarily because our e-mail services are primarily only monitored during our standard office hours.  In situations where e-mail isn't available we suggest that customers call to request specific delivery instructions, which may include FTP, Overnight Courier or some other delivery method, as required.   

International users should contact their Comm-Pro Business Partners for first level support, if applicable.

For additional Comm-Pro contact information please click here.

General Support Information

General product support is provided to all licensed HNAS users. Responses to customer inquiries are typically provided with-in 24 hours during normal business hours.  As indicated under Emergency Support Information above, we recommend that all customers provide initial questions concerning accounting, administrative or low level HNAS problem reporting as well as configuration or run time issues via E-mail.

Questions or problems reported via e-mail outside of our standard business hours will often be responded to on the day of the inquiry if received before 10:00 PM Pacific Time (GMT-8).

Last Update - December 31, 2018