** NOTE: Important Information About Microsoft Windows Vista and Windows 7 64-bit and BSI software.
December 12, 2013
BSI Support Center
OFF-AIR EMERGENCY (Requires Tech Care Plan)For issues causing an off-the-air condition, (except validation codes) customers with a valid Tech Care Plan can call 1-541-342-5250 24 hours a day, 7 days a week.
NOTE: After hours support can not help with training or non-off-air issues, but business-hour support will be happy to assist with these issues.
If you do not receive an immediate answer, please listen carefully to the recorded message and follow the instructions to Page the next available Engineer. We aim to respond in less than 60 minutes whatever the time of day or night.
TELEPHONE SUPPORT (Requires Tech Care Plan)Customers with a valid Tech Care Plan can call 1-541-342-5250 for Telephone Assistance between 6am and 6pm (Pacific) on regular business days.
BSI Technicians can assist you with any hardware or software purchased directly from BSI; however there may be instances where we will refer you to a third-party for support (for example, Dell provides an on-site Warranty with telephone pre-diagnosis; Natural Software supports Natural Grid, Log and Music directly).
At busy times support technicians may be with other customers. In the rare case that you don't get straight through to a technician, listen carefully to the recorded message to arrange a prompt call back.
BSI Remote Services (Requires Tech Care Plan)Customers with a valid Platinum Tech Care Plan can get help with their systems using an internet connection and the remote control software available by clicking here.
BSI Technical Support engineers can remote control your system to diagnose issues or perform walk-through training as provided by your Tech Care Plan.
You must contact BSI Technical Support at 1-541-342-5250 to initiate a remote session. Training and 'one-off' Remote Sessions can be purchased from BSI Sales at 1-888-BSI-USA-1 (there is no additional charge for remote sessions during any training purchased).
Create NEW Support Ticket, Bug Report or Wish List - Click HerePLEASE DO NOT EMAIL. Instead, please use the link above to create a new Support Ticket - a drop down box allows you to select 'BSI Support', 'Wish List' or 'Bug Report'.
Once you have created a Support Ticket, you can follow progress from any web browser. Should you need to send additional files, a Tech Support technician will provide details of our FTP server.
Using the Support Ticket avoids emails to / from you being affected by delivery problems or potentially being blocked by anti-spam filters, or having file attachments automatically stripped. A courtesy email is automatically sent by the Support Ticket Center each time your ticket is updated. However, you can log in to view the progress of your Support Ticket at any time from any PC.
Support Tickets are monitored regularly by all our technicians and we aim to provide a 60 minute response to all tickets submitted on normal business days between 6am and 5pm (Pacific).
VIEW EXISTING SUPPORT TICKETView the progress of an existing support ticket, add additional information, or attach a support file using the 'Browse' button (please .zip all files). Login using your email address and support ticket number.
USER FORUMThe BSI User Forum is an excellent on-line resource comprising of over 2,000 Simian users from around the world, including beta testers (it's also monitored by developers and BSI's in-house tech but is NOT a substitue for support). However, the BSI User Forum has the World's leading Simian Experts all in one place! They have contributed over 19,000 searchable posts on a wide range of topics making the forum an excellent place to look for general advice, tips & tricks and to check if someone else has already solved the challenge you are faced with.
Owing to the international customer base and goodwill of BSI distributors around the world its often possible to receive answers and suggestions around the clock and in different time-zones. Access to this huge resource is currently free-of-charge and operates on a goodwill basis - thus a response cannot be guaranteed.
Dell Optiplex GX280 and GX270 workstations supplied by BSICertain models of Dell systems purchased through BSI may be eligible for an extended warranty due to faulty capacitors.
Please read the following documents from Dell and if you believe you have an affected system please call the Dell toll free technical support phone number in the documentation.
If you need additional assistance or have any questions please feel free to call BSI toll free at the following number: 888-274-8721.
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