policies

Third (3rd) party hardware or software support
Our support staff will assist customers in problem analysis of our software to determine whether or not the technical issue is related to the third-party hardware or software. In order to isolate the issue, we reserve the right to request that the third-party hardware or software be removed.

If we cannot directly identify the root cause or reasonably suspects that the problem is related to third-party hardware or software, we will reach out to third-party vendors based on established Cooperative Support Agreement (CSA) relationships to further troubleshoot the issue. We will only engage other vendors for customers who are using supported configurations.

If the customer is utilizing an unsupported third-party configuration, we will require the customer to open a support request with the third-party vendor's support organization. In addition, if the root cause is believed to originate from a third-party vendor's product for which we do not maintain a cooperative support relationship, we will require the customer to open a support request with the third-party vendor's support organization.