If you have a routine technical support question and are unable to readily locate a solution through the online HORIZON User Guide, System Administrator Guide, or training manuals provided with your System Administrator or Advanced Report Writer Training, you may search the online resources available through this web site or submit a Technical Service Request (TSR).

If you have a production emergency during normal business hours, please do not log a Technical Service Request (TSR) through this web site. Call the Priority Support Hotline at 919.855.8716, Option 1. This line is reserved for production emergencies; i.e., issues categorized as Severity 1 or 2 under your Software Maintenance Agreement (unable to process samples, reports, or invoices, with no reasonable workaround). Please be advised that your Software Maintenance Agreement may not cover problems caused by network, hardware, or operating system failures, or resulting from user error or misuse of the application not in accordance with the Documentation or Specifications.

If you have an after-hours (evenings, weekends, holidays) production emergency, please do not call the Priority Support Hotline unless you are willing to wait until the next business day for a response. If you have an Emergency Support Option established in advance with ChemWare, you may contact the After Hours Emergency Support Hotline provided to you when you established this Option as part of your Technical Services Agreement.

For most HORIZON laboratories, the consequences of an after-hours emergency could be disastrous. Mission-critical customers include:

• Multi-shift private laboratories
• Government laboratories in environmental and/or public health and safety
• Regulated labs and others with disaster recovery and emergency response mandates

As part of your disaster preparedness program, contact ChemWare now to establish Emergency Support coverage.

For additional disaster preparedness, ChemWare offers 24x7x365 production emergency support as an "on-call" service. The emergency support line is monitored after normal business hours: weeknights from 6pm EST - 8am EST, and 24-hour coverage on weekends and holidays. This coverage supplements the standard Software Maintenance Agreement, which already includes provisions for emergency (Severity 1 or 2) technical support during normal business hours through the Priority Support line (919.855.8716, Option 1).