Customer Support FAQs

Frequently Asked Questions

Are Azul software updates included with Pool Power? »

How will I be notified of new software releases when I have the Azul Standard Support contract? »

How do I obtain software updates included with Pool Power? »

What can I expect from Azul when I create a service request? »

What does Azul expect from me during the service request resolution process? »

How can I update and track the status of my cases? »

What resources are available at the Azul Support Site? »

Are Azul software updates included with Pool Power? »

Yes. All software updates for licensed products are included in the Pool Power offering. Software updates include bug fixes and maintenance, minor, and major releases within a feature set. No additional charge is required for updates as long as the product remains under Pool Power coverage.

• Major Release - (a.k.a. version or main line) Consolidates previous bug fixes, maintenance, and previous deployment releases, and/or new functionality into a single release (i.e: 12.0)
• Minor Release - New point functionality (i.e: 12.2, 12.3)
• Maintenance Release - Includes bug fixes (i.e: 12.2.16, 12.2.17)

How will I be notified of new software releases when I have the Azul Standard Support contract? »

You will receive an email notification from Azul. The information will also be posted on Azul Support Site.

How do I obtain software updates included with Pool Power? »

Azul Software updates are available for download to registered customers at Azul Support Site or https://support.azulsystems.com/.

What can I expect from Azul when I create a service request? »

When you create a service request, you will:

• Receive prompt, courteous service from a Customer Engineer qualified to solve the problem.
• Receive assistance by telephone or electronic mail for information related to product use, configuration, and troubleshooting.
• Response will be within one hour for all cases received during standard business hours and for P1 and P2 cases received outside standard business hours.
• Receive a response no later than the next business day for P3 and P4 cases received after standard business hours.
• Receive case status updates at regular intervals
• Receive a comprehensive solution to your problem. Furthermore, Azul will not close your case until you are satisfied that your system is returned to the performance levels attained prior to the discovery of the problem.
• Receive workaround solutions to reported Azul software problems using reasonable commercial efforts. In some cases, Azul will implement a patch to the software. When Azul asks you to upgrade software to resolve a problem, you will usually receive information about the specific software problem. However, to speed resolution, you may elect to upgrade without receiving the specific information. If this is the case, Azul will still attempt to identify the software problem.

What does Azul expect from me during the service request resolution process? »

When you create a service request, you can facilitate the resolution process by:

• Setting the priority of your request accurately based on the effect on your organization. This will allow Azul to allocate the appropriate resources to resolve problems.
• Using the Azul online resources before creating the service request. The online resources available at the Azul Technical Support Website can be helpful in resolving less urgent P3 and P4 requests.
• Creating a separate service request for each unrelated technical problem. This allows Azul to better isolate, troubleshoot, diagnose, and solve each distinct problem. It also allows more accurate service request tracking in the Call Tracking System (CTS).
• Providing information about your system and applications, and reasonable access to the system or both through the Internet or modem. This will enable Azul to more quickly and accurately diagnose and correct the problem.
• Staying current with the latest release of Azul software, if required to correct a reported software problem.

How can I update and track the status of my cases? »

You can check the status of your cases or provide updates through Azul Support Site. Each time you update your case, an alert is sent to your Azul customer engineer and your changes are captured in the case history.

What resources are available at the Azul Support Site? »

The Azul Support Site provides product and technology support, online tools, documentation and software downloads.