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Support cover

Information on what is and isn't covered under the Contensis support contract.

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Contensis software

Zengenti provides support for issues with Contensis software.

Impact levels and response times

Maintenance

Under the Contensis Cloud contract you are entitled to download all new major versions of Contensis while the contract is active.

Implementation

We do not provide support for issues with implementation, such as those of a system usage, setup or configuration nature. There are some exceptions, where Contensis itself may be causing knock-on issues. See the table below.

For implementation issues and requests you can submit a work request ticket to Zengenti to receive a quote. We will provide a works order if you want our professional services team to carry out the work.

If you are working with a Contensis partner, please contact them about any issues outside of the support contract.

Not Covered

Server set-up and configuration

Contensis can be deployed in almost any way you decide, and certain underlying server constraints must be operating in order for Contensis to function correctly.

Our support is therefore unable to cover tasks such as:

  • Installing new versions of Contensis
  • Adding new domain names and configuration of IIS
  • Installing windows updates
  • Creating databases and installing software to meet the Contensis prerequisites
  • Configuring FTP, firewalls or networking
  • Ensuring disk space is available, and that servers have adequate resources in the form of memory, processor availability etc.
Cascading stylesheets (CSS)

CSS can be updated or changed by any user of Contensis with the relevant permissions, or by the Contensis Professional Services team if they were engaged to work with you.

Often issues with CSS can appear due to browser hotfixes, new browser versions, or because a specific browser was not tested during template configuration.

Visual issues may occur because HTML is changed, or because a particular eventuality or use of HTML was not originally catered for.

To resolve CSS issues you require a web developer with CSS and XHTML experience. The Contensis support contract does not cover CSS issues, even if we originally implemented the CSS for you.

Template HTML

No HTML in templates is covered under our support agreement because HTML creators are able to change the HTML, and may do so incorrectly.

If you feel that there is a problem with the display of the web page, it is likely to be an issue with the HTML or CSS. We do not cover any changes, fixes or investigations into page rendering.

Template custom code

Often some .NET custom code may be used within a template implementation. Because .NET code can be created within the custom code window, we cannot offer support on this code.

Bespoke WHERE clauses and datafilters

Most Contensis list controls support either bespoke WHERE clauses or custom datafilters. Essentially these are TSQL and the person inputting the text can create any problem or issue that is possible in TSQL.

If you don't understand why your filter is not working, we would recommend that you use SQL Profile to see the whole SQL query and use query analyser to test and fix any issue. We do not support these filters as they are appended to the standard WHERE clause generated by Contensis.

Bespoke web controls

Bespoke web controls are not covered under the Contensis support and maintenance contract. Any code can be executed in a bespoke control and the Contensis team have no way of controlling this.