Cumulus SM Support

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Cumulus Software Maintenance

DataBasics provides technical support for Cumulus customers who have purchased a Cumulus product with Software Maintenance (SM). Customers who have purchased a Support or Service Level Agreement (SLA) with a DataBasics reseller/integrator may automatically have this support built in to their agreement. Please check with your reseller/integrator.

Software Maintenance entitles the customer to:
- CustomerCare technical support
- all software updates and upgrades delivered from the Canto web site (see Customer Portal)
- yearly delivery of upgrade package

All initial purchases of Cumulus and purchases of Cumulus Server Upgrades include the first year of Software Maintenance at no extra charge. Subsequent to the first year's coverage all Cumulus customers will be offered the option of renewing their Software Maintenance at 25% of the current retail price of their installation. For customers wanting longer term coverage and/or a lower yearly rate there is a three year SM plan - please ask for further details.

Customer Care Centre (CCC)

The Software Maintenance agreement provides customers with access to technical support via our email-based Customer Care Centre, a database system that tracks queries until resolution and ensures a timely response.

All support queries should be sent by the designated Cumulus Administrator to support@databasics.com.au with the following details:

DataBasics will verify the account and attempt to resolve the issue prior to forwarding to Customer Care for more technical attention. Most queries are resolved swiftly though difficult issues may need to be forwarded to Canto for resolution which may affect response times.

Each new issue or query should be sent to Support (support@databasics.com.au) separately so it can be independently tracked.

Customer Portal: Updates and Upgrades

Whenever Canto releases a update to an existing Cumulus version or a new version release, customers with existing Software Maintenance will be able to download this update or upgrade straight away. Canto have created a new Customer Portal for existing SM customers at http://customer.canto.com.

To get your login Account, email Canto at customerportal@canto.com with your Name, Company, Email address and Serial number. Canto will email you with your user ID/password to the portal - the software can be downloaded from Canto's website.

With the release of major upgrade versions DataBasics will deliver to your premises (or your reseller's) boxed product containing the most recent version on CD as well as your up-to-date product IDs and serials.

Onsite Training Services

DataBasics Cumulus Onsite Installation & Training Services
DataBasics offers purchasable onsite Cumulus Installation and Training for Administrators and Users for one or more days depending on Cumulus Edition. Full details at Cumulus Training (html). Prices are listed on our Canto products pricelist (pdf).
Available in east coast Australian cities - for locations and/or quotation please contact us.