Stilo is committed to providing the highest level of support to OmniMark customers.  Our Customer Support allows maintenance-paying customers to obtain assistance on technical issues related to OmniMark and its deployment within their environments.  In customer surveys, the responsiveness and quality of Stilo's customer support is consistently rated as excellent.

Contacting Stilo Customer Support

Customer Support Procedures

When Stilo's support staff receive an issue, whether by email or by phone, they immediately try to provide the customer with help.  This requires that they first understand the issue, which may involve trying to replicate the problem.  Once the issue is understood, the support staff begin to actively help the customer.  If the issue is one of product knowledge or its configuration within the customer environment, then the customer is guided in how to correctly use or configure the product.  If the issue is an error in the product, a search for a work-around is initiated.  This search sometimes involves the customer, and typically, Stilo is able to formulate a work-around in a short amount of time.  If a work-around cannot be developed, then the issue is raised to management and, if the problem is deemed critical, management may decide to issue a maintenance version of OmniMark that corrects it.  All defects reported against Stilo products are recorded and corrected in future versions of the product.