Provider Tools
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Vendor contact information for various Provider Tools
EMC2 Insignia (Formerly Dantz) Retrospect:
While the University of Pennsylvania does not have a site license or maintainance agreement for Retrospect, Annual Support and Maintainance contracts are available through the vendor. There are varying costs depending on which OS and which version of Retrospect you are running, but usually cover upgrades and unlimited maintainance for the life of the contract. Below is the contact information for the local Support and Maintainance Contact for Penn:
- Fran: 925-948-9396
For all other information, please utilize the following information:
Technical Support : North America
http://www.emcinsignia.com/supportupdates/technical/retrospect/
- Telephone: 866-362-1111
- Monday - Friday, 7:00 am - 4:00 pm Pacific Time
Licensing and Registration: North America
Mailing Lists
http://www.emcinsignia.com/supportupdates/technical/retrospect/lists/
Veritas Backup Exec for Windows Servers
Phone Support
- Telephone support requires a valid support contract.
Calling Support Check List:
- Before calling support, make sure you have the following information available.
- Your company name, location and VSN number.
- Your name, e-mail address, telephone and extension or pager number.
- Contact information (i.e. Telephone, pager, e-mail where you can be contacted.)
- Location information: please include the software’s "Installed at" location if it differs from your physical location. Please be at a console or the system in question and prepared to do troubleshooting.
- Computing Environment Information: System type and operating system.
- VERITAS Product Information:
- Software serial numbers
- Network and/or RDBMS platform
- System configuration
- Software revision levels
- Node numbers (if applicable)
- Host ID (if applicable)
- Issue Specific Information: Logs, Traces, Screen dumps etc.
- Is the product covered by your VERITAS support contract?
- Define your Severity Level:
- Severity 1-a "system down" or product inoperative condition that impacts your production/business-critical operation
- Severity 2-severely affects or restricts major functionality
- Severity 3-issue with no major affect on business systems
- Severity 4-minor condition or documentation error
Symantec Ghost
- Telephone support for this product can be obtained through the purchase of maintenance. Gold, Platinum, or Premium Platinum Support contracts are available for purchase at any time from the Office of Software Licensing.
- Please contact the Provider Desk (215-573-4017 or prodesk@isc.upenn.edu) to have a trouble ticket opened with Symantec; you will receive a Symantec ticket number, have your name attached to the case, and be able to contact Symantec directly for further assistance.
Bombich Software
Carbon Copy Cloner
- The primary area for support is the vendor's forums, http://forums.bombich.com/ Plenty of support, and a wide range of problems covered. More articles than anyone else could ever need.
- There are no direct Vendor contacts.
ZoneLabs Zonealarm
- This link gives the various support options from the vendor:
