Backup, Archival, and Storage Solutions for the Real World

TOLIS Group Technical Support

For DEMO/Pre sales technical support:

We offer free support during your demo period via the ticket system.  Click to create a ticket with our Support department, use DEMO for your serial number.

 

For our customers with purchased licenses:

A current extended support agreement must be in place to receive support, or you must be within the first 30-days of product purchase to receive support.

 

• In order to assist, we will need your product serial number (Format: 1234-5678).  We cannot accept support inquiries without your product serial number.

• It is helpful if you know your tape library/drive brand and type, as well as the connection interface (SAS, Thunderbolt, F-C, etc.), OS and version/kernel.

• You will need administrative access to all machines in question for your inquiry.

• Your product must be registered.

 

Important Information -  SIP on macOS Mojave 10.14 Instructions for BRU Server and BRU PE

Contacting Support

Login to create a ticket, view the status of existing tickets, reply to open tickets, or start or check the status of an RMA.  DEMO users may also create a ticket with support.

 

Knowledgebase

There is a wealth of information in our knowledgebase and it is available 24/7.

Product Registration

New customers and existing customer update registration.  PLEASE NOTE:
your product must be registered to
receive support help.

Technical Support Hours/Holiday Closures

Technical support is available Monday-Friday 9 a.m. to 5 p.m. MST.  However, we are Arizona MST and therefore do not observe daylight savings time.  For part of the year we are on Denver time, and the other part California time.

 

Please view our holiday schedule for holiday closures.  Customers with 24/7 support should refer to their contracts for specifics regarding contacting TOLIS Group.

 

What Is Extended Support with TOLIS Group?

 

TOLIS Group provides Extended Support Agreements to customers that are outside of the initial 30-days of free technical support.  A standard 1-Year (12 calendar months) agreement provides a variety of benefits and easy access to expert technical support which also includes free product updates including free version changes & special discounts on applicable upgrades when moving to different BRU packages.   Contact us through our ticket system, and WebEx, phone, or remote login assistance also available as needed.

 

Any guidance or direction TOLIS Group provides to you will only be based on the information provided by you to us as our customer.  Many factors in your environment are unknown to TOLIS Group and can affect advice, problems, outcomes, or recommended solutions.  TOLIS Group cannot and will not accept any culpability or responsibility due to potential omissions.  Also, be advised that technology changes.  As a result of these changes in technology, products you are using might be affected both directly and indirectly.  TOLIS Group cannot and will not be responsible or liable for any consequences that can occur due to any change in technology, or in conjunction with the use of information provided by TOLIS Group under these circumstances.  Proceeding with communications between yourself and TOLIS Group support is indication that you understand and agree with this statement.

 

Online Purchase/Renewal of Support

Customers may purchase or renew their technical support agreements online.  Renewal discounts, EDU/ORG/GOV discounts will be applied at time of order processing as applicable.  You may also contact brusales@tolisgroup.com for a quote.  Please provide your product serial number.

 

For extension of hardware warranties (restrictions apply), please contact brusales@tolisgroup.com

 

24/7 Customer Support

24/7 Support is available for all our customers, domestic and international.  Pricing begins at $7500USD for 10 contact instances in a 12 month period, or a 12 month period total, whichever comes first.  24/7 customers are provided with a special phone number to call for the 24/7 service.

 

Please contact brusales@tolisgroup.com for additional information or to order 24/7 support.

 

 

Product Videos

Short informational or tutorial videos on the operations of the TOLIS Group products.  Check back often, new videos are on the way.

Submit a feature request for BRU products.

TOLIS Group Support Process

Because we do not have assigned call times, often you will receive our voice mail as we are assisting other customers as long as required.

We ask that you create a ticket with us at Support so that we may set up a call back time, WebEx session, or remote session with you, or we can often solve your inquiry right there in the ticket.

 

Contacts are made M-F 9 a.m. to 5 p.m. MST (Arizona time).  Customers seeking telephone/WebEx/remote assistance must have an extended support contract or be in their first 30 days of purchase.


Direct Telephone: +1-480-505-1814

 

24/7 support customers, please use the contact information provided with your 24/7 support package.

 

ArGest® Hardware RMA Process

Please contact TOLIS Group Support to report the issue you are witnessing.  You must contact TOLIS Group Support to receive an RMA # before sending items to TOLIS Group.  Should items be sent without an RMA # in place, they will be rejected.

 

If the hardware is in warranty and determined to be failing/failed TOLIS Group Limited Hardware Warranty TOLIS Group Support will issue an RMA # and provide instructions for sending the requested item(s) to TOLIS Group.

 

Should the hardware no longer been in warranty, TOLIS Group Support will direct you to Sales for pricing on the discounted out of warranty replacement item(s).

 

RMA Shipping Information

TOLIS Group's warranty replacement program includes Ground shipping for USA, Canada, and Mexico, or Economy shipping for our International customers at no charge for the failed/failing replacement item(s) being sent back to the customer from TOLIS Group.  Item(s) must be received by TOLIS Group within 7 business days of the issue of the RMA.

 

Customers desiring faster shipping speeds will be charged for the expedited fee, or may provide their shipper account #.

 

If the specific return instructions as provided to you with the RMA are not followed, this may result in RMA rejection, and will result in additional shipping charges should the RMA return exceed the requested item(s) only.

 

Customers with hardware issues outside of failed/failing items that require TOLIS Group Support re-flashing, re-building, re-installing, etc... that are due to avoidable customer error will be charged return shipping, or may provide their shipper account #.  Refurbishment fees  also apply.

 

RMA Advanced Replacement/Cross Ship Information

TOLIS Group ships RMA replacement items once the customer's failed/failing item is received.

 

If the customer wishes to have an advanced cross ship replacement (subject to availability) TOLIS Group requires a credit card which will be charged in the event of a non-return of the RMA item(s).  In some cases, the credit card will be charged immediately, and the amount refunded once the RMA item(s) are received.

 

TOLIS Group is not responsible for items that are lost by the shipper used by the customer, should an advanced replacement cross ship item be lost by the customer/shipper, TOLIS Group will charge for the advanced replacement item(s) as outlined above.

 

Return Policy

1. ARGEST® POWERED BY BRU™ SOFTWARE

ArGest® powered by BRU™ Software has a 30 day free try before you buy demo period (the 30 day demo software options include ArGest® BRU Server™, ArGest® Backup, and BRU™ Core) and they are not returnable once purchased unless TOLIS Group Technical Support authorizes a special circumstance return within the first 30 days of your purchase only.

 

ArGest® Ingest and TOLIS Tape Tools™ restore tools are available for short term demo by request to our support department to test the restore ability of your pre-existing data by request from our technical support department.  Because ArGest® Ingest and TOLIS Tape Tools™ are data restore tools, they are not returnable.

 

 

2. THIRD PARTY SOFTWARE

 

Third party software such as DAX, AXLE.AI, and CatDV are also available as demo software to test for their usefulness in your environment, and as such are non-cancel, non-return.

 

Your official TOLIS Group quote and ultimately your invoice will reflect the specific third party software items that are non-cancel/non-returnable once ordered, so please review these marked items before placing your order.

 

 

3. ARGEST® HARDWARE

 

Special order items such as the bruAPP™ Backup Appliance, RackMOD™ disk storage, and LTO library models TGL3480 and TGL6800 are not returnable.  Fibre Channel items are special order and are not returnable.

 

Your official TOLIS Group quote and ultimately your invoice will reflect the specific hardware items that are non-cancel/non-returnable once ordered, so please review these marked items before placing your order.

 

All other ArGest® hardware items not specifically marked as non-cancel/non-return on your quote/invoice must be approved by TOLIS Group Technical support for return within 7 days of purchase, and are subject to a restocking fee of 5%-25%.

 

Shipping charges are never refundable, and these items must be returned to TOLIS Group in condition for resale.

 

 

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