Radiator Telephone Support

Radiator Telephone Support provides telephone and email support for customers that need cost-effective way of ensuring that their business-critical services are in continuous use. The service consists of telephone support during service hours with additional unlimited email support. Details for purchase are on our order form. You can also contact our sales team at info@open.com.au for more information and other support options.

Please read our Telephone Support Policy below for full details.

Telephone Support Service Policy

The Telephone Support Service contact numbers are reserved for current Telephone Support Service Agreement holders.

Radiator support will answer questions and provide advice and suggestions for the Software for which the Support Service is provided. The Support Service does not include customization, consultation, installation, custom design, programming, training or on-demand bug fixes or other Error Correction Services (as defined in the General Terms and Conditions). Those Services are deemed as Consultation Services, they are separately priced and can be ordered separately.

Questions concerning other than the covered Software are not covered by the Support Service and cannot be answered.

The Service Goal is four (4) hours calculated during the Service Hours, started from the moment that Customer, during the Service Hours, contacted the Support Service Help Desk regarding the incident and provided Radiator support with necessary information regarding the incident. Also, Radiator support may ask from Customer later additional information on the incident. While Radiator support is waiting for information from Customer, the Service Goal shall not run. "Service Goal" means the targeted non-binding time for Radiator support to start to work regarding an incident.

What information to include

In order to get an answer to a question, Customer should send as much information as possible, including at least:

Without all this information, it is unlikely Radiator support will be able to provide an answer to the Incident: instead Radiator support will ask Customer for more information. Hint: it is better to post too much information than not enough.

Customer’s Radiator Support UserID

When contacting the Support Service, Customer must be able to tell Radiator support UserID in the call or email.

For email support instructions, please read our Email Support description