Installation Support
Some products come bundled with Installation Support - for example the Open-Xchange Advanced Server Edition.
If customers are not able to find a solution to their problems in the web support offerings (included in the Maintenance Portal) or in the manuals, email based Installation Support provides additional help.
Open-Xchange's Installation Support team is an international, cross-functional team - providing the most effective and fastest response through email-based support. Once we receive emailed support questions we can begin to leverage our world-wide resources to answer your questions. Additionally, email-based support helps to make sure that log files and instructions are correctly transmitted between Open-Xchange and our customers.
The email address for support inquiries is provided in the order confirmation email customers receive after purchasing Open-Xchange. For quickest response, please be sure to write in English, include your Maintenance ID, and provide a clear description of the problem you are experiencing.
Installation Support includes the following components (valid from the date of publishing - content may be changed from time to time without prior notice):
- Identify the necessary components and correct packages
- Activation of the product in the Maintenance Portal to access the Web-based support offerings, the updates, manuals, etc.
- Identify necessary parameters for a proper Operating System installation to run Open-Xchange Server on top of the Operating System.
- SUSE LINUX Enterprise Server (SLES)
- Which SUSE LINUX Enterprise Server updates (or Service Packs) are recommended to be installed before installing Open-Xchange Server
- If Open-Xchange Server installation is not executable and some SLES parameters have been selected in the wrong way. Help is offered to select the correct parameters in order to reinstall SLES correctly
- The Open-Xchange Server installer will check for required parameter settings and if the correct major versions of needed software are selected
- Red Hat Enterprise Linux
- Which Red Hate Enterprise Linux and Red Hat Application Server updates should be installed before installing Open-Xchange Server
- Which CDs/versions need to be downloaded from Red Hat Maintenance Network
- The Open-Xchange Server installer will check for required parameter settings and if the correct major versions of needed software are selected
- Open-Xchange Server Support is provided for 32-bit Operating Systems (x86) running on
- 32 bit hardware
- 64 bit hardware
- Open-Xchange will help to identify issues with components of the Operating System that are used in conjunction with Open-Xchange Server. If the installation fails due to problems resulting from an improperly installed base system, Open-Xchange might direct you to the Operating System or application vendor for more specific help.
- Installation of the system's internal Spam components (the components delivered with Open-Xchange Server)
- Set up the mail system on the Open-Xchange Server (Open-Xchange only, i.e. those components used by Open-Xchange and supported by Open-Xchange)
Support for components with configurations that are selectable through the Open-Xchange Administration front end and that are needed to get the system installed. Additional configuration support is not part of Installation Support
