Tone Software Online Service and Support

Tone Software Corporation is committed to providing the highest quality continuous customer service. Tone understands the partnership with our customers does not stop with delivery of the software. Technical Support services are available from Tone's Technical Support Group 24 hours a day, 365 days a year, and all current maintenance customers have access to web-based support through TONESOFT Online Services.

TONESOFT Online Services provides Tone Customers easy, 24 hour a day web-based access to the Online Support Portal, product technical information, maintenance release files, FAQ's, How-Tos, product documentation, and more. From anywhere in the world, any time of the day or night, Tone customers can access the support they need through the TONESOFT Online Services section of this site.

 

Online Technical Support Options for Registered Users:

Customers wishing to access TONE Online Support Services will require a Login and Password to utilize some services. Registering as a current Maintenance User provides customers with the required login and password to access the following:

• Interactive Online Support Portal: Enables Customers to interactively create, view and manage Support cases for
  their installation.
• Product Specific Technical Support Pages: Provides direct access to product-specific maintenance, documentation, FAQs,
  How-Tos, etc.

If you are not currently a Registered Maintenance User, you may register and request a login and password to access Online Services for your specific TONE products by clicking here.

 

Online Technical Support Options for Non-Registered Users:

TONE Online Support options for customers who are not currently registered include access to information on Latest Product Releases, z/OS Compatibility, CPU Upgrade and Product Password requests, free software downloads, and online forms to report technical issues and request Technical Support for their specific TONE products.

 

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Customer Hotline Support

The Tone Software Customer Service and Support Group is a team of skilled technicians who continually provide top-notch service and expertise which ensures each customer derives maximum benefit from every TONE product.

Tone Service and Support personnel are available 24 hours a day, 365 days a year to provide around the clock assistance and technical support to TONE's valued customers. All Technical and Management personnel are also on call 24 hours a day, and the Anaheim Corporate Support Center Hotline is fully staffed from 6 A.M. to 5 P.M. Pacific time to accommodate customers in other geographic areas.

 

After Hours Support

Tone Software's commitment to customer service and support doesn't stop at the end of the business day. Customers requiring immediate Technical Support after standard business hours can access on-call technicians 24 hours a day, 365 days a year.

Customers with critical technical issues can call 714-991-9460 to access the Technical Support After Hours Call Center, and follow these procedures:

1. When the automated system answers, stay on the line, and “Hold for more Options”. The call will be automatically routed to the after hours attendant.
2. Notify the attendant that a critical support issue requires immediate attention.
3. The attendant will promptly contact the TONE on-call technicians and instruct them to contact the customer.

A TONE technician will respond directly to the customer within 30 minutes. Customers should ensure they provide a valid phone number where they can be reached.

If, for any reason, customers are unable to reach the Technical Support After Hours Call Center at the 714-991-9460 number, please call 714-843-8325 and ask the attendant to contact the on-call technician.

Customers with non-critical technical issues can call 714-991-9460 to access the Technical Support After Hours Call Center, and follow these procedures:

1. When the automated system answers, stay on the line, and “Hold for more Options”. The call will be routed to an after hours attendant.
2. Notify the attendant that a non-critical support issue requires attention on the next business day.
3. The attendant will record the pertinent information, and notify TONE technicians of the issue. TONE technicians will process the request and respond to the customer the next business day.

 

Interactive Support Portal

The TONE Interactive Support Portal provides customers with dynamic, online access to create and track all technical support cases for their installation. When creating new cases through the portal, a TONE Support technician is automatically assigned, and is notified to take immediate action on the new case.

Through the portal, customers can view up-to-the-minute information regarding all cases, and be fully informed of the TONE support activities as they work through the diagnosis and resolution phases of each case. The Support Portal enables customers to:

• Open new Support cases directly within the portal for rapid action by the Tone Technical team
• View all open and closed Support cases for the customer's specific installation
• Check the status of open cases for current activities, notes, and progress
• Add additional details, comments, or questions to any open cases
• Attach relevant documentation, dumps, or supporting materials to cases for immediate use by the TONE Technical team

Through the TONE Support Portal, customers are empowered to directly monitor their support cases as closely as they wish, and they can actively participate in the progess of their cases as fully as they wish.