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A: As a Fiery Central end user, your first call should be to the company that you
purchased the software from originally. Your Fiery Central certified reseller or
EFI™ salesperson can provide you the appropriate support contact information. EFI
offers the following support options for Fiery Central:
- For Tier Three: EFI provides Tier Three support to distributors
and OEM partners of Fiery Central. When questions cannot be resolved at a Tier One
or Tier Two level, the distributors and OEM partners escalate the matter to EFI
technical support. EFI then works directly with the OEM partners and distributors
on a solution.
- For Tier Two: EFI offers a renewable Tier Two support plan
for OEM partners and distributors that choose not to provide support to their channel.
This chargeable support plan allows resellers of Fiery Central direct access to
EFI’s technical support team. When questions cannot be resolved at a Tier One level,
the Fiery Central reseller escalates the matter to EFI technical support.
- For Tier One: EFI offers a Tier 1 support plan for
OEM partners, distributors and resellers of Fiery Central that choose not to provide
support to their end customers. This chargeable support plan allows Fiery Central
end users direct access to EFI’s technical support team. When questions cannot be
resolved at a Tier 1 level, the Fiery Central reseller escalates the matter to EFI
technical support.
Regardless of whom your support provider is, when contacting Fiery Central Support
for the first time, please provide the following information:
- Customer name and location of Fiery Central Software.
- Dongle # for Fiery Central software.
- Date of product installation/implementation.
- Fiery Central software version.
- Chronology of the event and any on-site visits by EFI or
a certified support specialist.
- Computing environment.
- Description of recent changes that have occurred to the
hardware and/or software of the machine where the failure is occurring.
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