Announcing the NEW ONYX SUPPORT

[Scott]

Announcing the NEW ONYX SUPPORT
ONYX Keeps You Printing, So You Stay Profitable


We understand the importance of keeping your printing businesses up and running. With that in mind, we have developed a line of Service Products under the ONYX Support brand to ensure that the level of support you receive is well matched to your business needs and budget.

The ONYX Support product offering includes options from email, a new Web Portal with 24/7 access, a call center staffed with a highly experienced Support Crew to a new software maintenance program.


ONYX Web Portal 24/7 Access to ONYX Support Information

The new ONYX Web portal provides 24/7 access to knowledge that is updated consistently as cases are resolved. The Web Portal also offers the unique ability to log issues, review past cases, and receive automatic notification each time a Support Crew member updates your case.


ONYX Support Options. Options to Fit Every Need

Premium ONYX Support
[list=*]
[*]Full access to email, web portal, call center support, and software maintenance[/*]
[*]Software maintenance includes printer drivers and product updates while Premium-level agreement is active[/*]
[*]Version 6 users receive an upgrade to version 7 with purchase; contact your reseller for upgrade options on older versions[/*]
[*]$995 annual fee (SVC-PREM12)[/*]
[/list]


Plus ONYX Support

[list=*]
[*]Access to email, web portal and call center[/*]
[*]Available in 6 or 12 month terms[/*]
[*]$595 annual fee (SVC-PLUS12) or $395 fee for 6 months (SVC-PLUS6)[/*]
[/list]

Prime ONYX Support

[list=*]
[*]Access to email and web portal support[/*]
[*]Cost effective option for limited support needs[/*]
[*]$179 annual fee (SVC-PRIME12)[/*]
[/list]

Grace Period

As of January 5, 2009 you will receive 30-days of complimentary support beginning with your first inquiry. During this grace period you will have access to email, web portal and call center support. After your 30-day grace period you can choose one of our three support options.


Contact Your ONYX Reseller

To initiate Prime, Plus or Premium Support for your operation simply contact your ONYX reseller or the ONYX inside sales team at (800) 828 0723.



More Information
ONYX Support Overview

Frequently Asked Questions

For more information visit http://www.onyxgfx.com or call (800) 828 0723.

ONYX Support is available for purchase beginning January 2009. Grace period begins after first contact to ONYX Support on or after January 5, 2009. Paid service will begin at the end of the grace period.

[Scott]

What are your thoughts on this? This is a big change for them and I'm curious to see how the new setup is accepted by the end users.

[SWCL]

Personally...

I initially liked the new site.. some cool graphics, looked really shiny etc.

However...

Firstly, you've moved stuff around on the site so some of the links I had bookmarked no longer work.

Secondly, the support section is now less than half as useful as it was to me in the first place!

Its well documented that Onyx support leaved a lot to be desired (I asume there is now a charge to ofset the cost of employing new support staff to improve the service?) - but at least on the old site you could navigate through the knowledge base or white papers OR do a search.

9/10 times when I did a search it would come up with nothing unless you managed to hit the 1 keyword for the area you were looking at.

By all accounts the search facility seems to have been improved & now comes up with a few options.. but now we appear to ONLY have the search facility?

I don't know about anyone else but I liked being able to navigate through the different KB articles or whitepapers etc.
As I was navigating through, I might happen to stumble upon a topic which gave an answer to another problem I had encountered once or twice... but had forgoten about or a topic that would improve my workflow/rip speed etc.etc.. Now unless I remember I had X problem & search for that keyword etc. - I wont stumble across it by accident & therefore it will always be a mystery... unless I post a topic on here of corse!

Luckily I had saved a few of the white papers that would help me to my harddrive, so I'm pretty covered for most eventualities - but what about the people that didn't bother saving them & just linked to them online - those links no longer work so it'll be a lot more difficult for them.

Does the ability to go through a list of topics become available when you pay?

On another note...

THANK YOU, THANK YOU, THANK YOU for the MM profiling guide on the .net site - ABOUT TIME!

http://www.onyxgfx.net/index.php/links

[Scott]

This is GREAT info SWCL. I will pass this along to Onyx.

[SWCL]

I would also asume that by not having set links to things on the new site, people searching through search engines would be less likely to get results from the Onyx site.

It would be in their intrest.. if they want the extra browser traffic - to put set links to articles etc. back into place

IMO

[jonkovach]

So let me get this straight... the Onyx support that previously supplied for free when you purchased Onyx is now being sold as a yearly subscription package? Is this due to, as stated above, the lack of ability to pay salaries for this business? Personally, I think that sucks. Professionally, I see the need for it. It's no different than a printer maintenance care pack.

I agree with the above stated disappointment in the white paper search engine. I can't find any problems that I'm having in there. And what is the Web Portal? Is that something different once you log in, that you can browse through articles and see live updates on problems, etc...?

Also, another question - on the Premium package, you get the software maintenance. Do you need to subscribe to this package to get the previously supplied auto-updates? Or is this something different?

Jon

[Scott]

jonkovach Wrote:And what is the Web Portal? Is that something different once you log in, that you can browse through articles and see live updates on problems, etc...?

Also, another question - on the Premium package, you get the software maintenance. Do you need to subscribe to this package to get the previously supplied auto-updates? Or is this something different?

Jon

Good questions, I'll pass them along...

I've tested the web portal a little and yes, you will see live updates on your submitted issues. I will have to see to what extent it goes, to see if it becomes a true knowledgebase, which I believe is the intention, which would replace the whitepaper section on the previous website, it's just not to that point just yet it seems.

I thought I'd open this thread up because this is a new model for them obviously and I thought you all might, as end users, have some opinions on it. Thanks!

[SWCL]

Well if that is the case, that the web portal will become the new knowlwedge base, then as jonkovach said - "that sucks"

$179 p/a for a service that was free.. & has been free for years, is a bit riddiculous.


If they are trying to drive away new bussiness they are doing a good job of it!

[MDKAOD]

As a new owner of Onyx, I feel ripped off. We were sold on this product due to the perks offered for the price tag. We found that the ongoing support that was a "feature" of Production House 7.1 (August last year) and that made the decision easy to choose Onyx over the competition.

6 months later, now we have to pay for support.

Onyx may not have our company's support in the future. We were lead on.

[jonkovach]

ScottyDoo Wrote:

jonkovach Wrote:And what is the Web Portal? Is that something different once you log in, that you can browse through articles and see live updates on problems, etc...?

Also, another question - on the Premium package, you get the software maintenance. Do you need to subscribe to this package to get the previously supplied auto-updates? Or is this something different?

Jon

Good questions, I'll pass them along...

I've tested the web portal a little and yes, you will see live updates on your submitted issues. I will have to see to what extent it goes, to see if it becomes a true knowledgebase, which I believe is the intention, which would replace the whitepaper section on the previous website, it's just not to that point just yet it seems.

I thought I'd open this thread up because this is a new model for them obviously and I thought you all might, as end users, have some opinions on it. Thanks!

Any answers on this yet?
Users do not seem to be thrilled with this "upgrade".
Jon

[Scott]

I was told they were going to send me something about this, but I haven't heard anything yet.

...and you are correct, users are not thrilled it would seem. An unpopular move indeed.

[SWCL]

Found white papers...

ftp://ftp.onyxgfx.com/TechSupport/White_Papers/

[Scott]

SWCL Wrote:Found white papers...

ftp://ftp.onyxgfx.com/TechSupport/White_Papers/

I think I may just create a mirror of some of these items like White papers and tech notes.