Support
Slider

Product Support

Elixir offers three levels of support.

Standard Support and Maintenance (SSM) contract provides software maintenance and standard support for the respective software on annual renewable basis. Customers with SSM have access to Elixir’s technical support team for problem resolution and technical guidance on the use of Elixir Product. Technical support is available via e-mail support.

Support hours are from 9.00 am to 6.00 pm (+0800 GMT), Monday to Friday excluding Singapore gazetted public holidays. For renewals, the purchase must cover all the licenses within the same site.

Scope of Support:

  • Clarification of functions and features;
  • Clarification of documentation;
  • Guidance in the operation of the Software; and
  • Software error analysis

Scope of Maintenance:

  • Free upgrades for major version and minor version releases; and
  • Notification of generally available releases (bug fix release are on demand only)

Gold Priority Support (GPS) contract provides incident based technical support for operating Elixir software in business critical operational environment.

Triggered on a per incident basis, the scope of GPS includes:

  • 9 x 5 On-line Support triggered via e-mail with 4 hour response time for acknowledgement and problem classification, including calls or on-site visit initiated by Elixir Engineer where deemed necessary
  • Incident based support with unlimited support interactions and periodic update until closure.
  • Accelerated problem resolution
  • Priority fix release when available
  • Support account management, for up to 2 authorized contact persons, with each additional person incurring an extra US$200 one time registration fee.

The incident packs are available as packs of multiple of 10-incidents (ie, 10, 20, 30, etc), and each pack is valid for 1 year from the date of purchase.

Platinum Priority Support (PPS) contract provides 24 by 7 technical support for operating Elixir software in a high availability, mission critical operational environment.

Governed by a Service Level Agreement (SLA), the scope of PPS includes:

  • 24 by 7 Helpdesk Services including call logging with 2 hour response time by Elixir Consultant, and on-site support in 4 hours, depending on the severity level
  • Periodic preventive maintenance with health check
  • Unlimited support incidents based on a capped value governed by the SLA
  • Accelerated problem resolution
  • Priority fix release when available
  • Support account management

Product Training

Elixir Ambience Training

Elixir Technology offers a comprehensive training program which provides trainees a guided introduction and knowledge sharing for Elixir Ambience users.

The Elixir Ambience training program includes subject matter specifically designed to cover the core features and functionality of the Ambience Server. This is an instructor-led course with lectures and hands-on exercises.

The Elixir Ambience training is targeted at medium and advanced report designers who wish to become proficient in using both the Elixir Ambience Server and its Designer. This training enables students to take full advantage of reporting, ETL and Dashboard functionality of Elixir Ambience.

To know more on our training, click on the Ambience Course Outline below. 

This is a 3-day class with 50% theory and 50% hands-on practical exercises.

Familiarity with Java and database related tools and technologies is recommended.

The Elixir Ambience Server includes:
• Elixir Ambience Reporting design
• Elixir Ambience ETL design
• Elixir Ambience Dashboard design

Course Prerequisite

Basic working knowledge of the Windows or Linux (Unix-based) operating system.

The student must have experience with the following:
• Creating directories, files and modifying access rights to the file store
• Installing a JDK
• Configuring environment variables, such as JAVA_HOME, for an operating system
• Launching Java applications and executing an OS-dependent script that launches a Java application.
• Creating and expanding a Java archive file (the jar utility)

Course Objective

Basic working knowledge of the Windows or Linux (Unix-based) operating system.

  • Introduction to Elixir Ambience Designer
  • Understanding the Ambience Repository
  • Design professional reports including reporting elements such as charts, images, cube, sub- reports, etc
  • Work with Datasources using data from RDBMS tables, data files, etc,
  • Designing composite datasource to extract, transform and cleanse data for publishing on reports and dashboards
  • Generate different output format – PDF, Excel, RTF, HTML etc
  • Introduction to Ambience JavaScript API for advance reporting requirement scenario
  • Learn the concept of parameterization to enable seamless information passing in datasources, reports and dashboards
  • Setup, host and maintain report templates within the Ambience Server
  • Basic management of Ambience Server including Job Creation and Scheduling
  • Setup, host and maintain report templates within the Ambience Server
  • Integrating Ambience Server to 3rd party application using REST API

Elixir Repertoire Training

The Elixir Repertoire training program includes subject matter specifically designed to cover the core features and functionality of the entire Repertoire Suite. This is an instructor-led course with lectures and hands-on exercises.

The Elixir Repertoire training is targeted at medium and advanced report designers who wish to become proficient in using the Elixir Repertoire Designer. This training enables students to take full advantage of reporting, ETL and Dashboard functionality of the Repertoire Suite.

To know more on our training, click on the Repertoire Course Outline below. 

This is a 3-day class with 50% theory and 50% hands-on practical exercises.

This training does not require previous Java or database know-how. Familiarity with Java and database related tools and technologies is recommended.

The Elixir Repertoire BI Suite includes:
• Elixir Repertoire (Professional Edition) for Reporting
• Elixir Repertoire (Professional Edition) for ETL
• Elixir Repertoire (Professional Edition) for Dashboard
• Elixir Repertoire Server

Course Prerequisite

Basic working knowledge of the Windows or Linux (Unix-based) operating system.

The student must have experience with the following:
• Creating directories, files and modifying access rights to the file store
• Installing a JDK
• Configuring environment variables, such as JAVA_HOME,
for an operating system
• Launching Java applications and executing an OS-dependent script that launches a Java application.
• Creating and expanding a Java archive file (the jar utility)

Course Objective

Basic working knowledge of the Windows or Linux (Unix-based) operating system.

  • Introduction to Elixir Repertoire Designer

  • Understanding of Repertoire Repository

  • Design professional reports including reporting elements such as charts, images, cube, sub- reports, etc

  • Work with Repertoire Datasources using data from RDBMS tables, data files, javaobjects etc,

  • Designing composite datasource to extract, transform and cleanse data for publishing on reports and dashboards

  • Generate different output format – PDF, Excel, RTF, HTML etc

  • Introduction to Repertoire JavaScript API for advance reporting requirement scenario

  • Learn the concept of parameterization to enable seamless information passing in datasources, reports and dashboards

  • Setup, host and maintain report templates within the Repertoire Server

  • Basic management to Repertoire Server including Job Creation and Scheduling

  • Setup, host and maintain report templates within the Repertoire Server

  • Integrating Repertoire Server to 3rd party application using Repertoire REST API

Professional Services

Elixir provides the following professional services to ensure successful adoption of our product from planning, implementing, through to maintenance phase.

  • Developing Proof of Concept
  • Capacity Planning and Sizing
  • Migration and Conversion Service
  • Health Check and Performance Assessment

For large scale system development, Elixir usually works with a local partner who is skilled in system development and integration as well as Elixir software.
Do contact us on more details for our Professional Services.

Technical Support Lifecycle

Technical Support Lifecycle

The “Technical Support Lifecycle” is the term during which a Elixir product version is eligible for patch support and technical support assistance. The Technical Support Lifecycle policy has been defined to provide the highest quality patch support and assistance on current products. Elixir strives to put resources behind the most recent product releases in order to continually improve and enhance the power of our software. This policy supercedes the previous policy of supporting 2 major versions, 2 minor version, and 2 service packs.

Technical Support Lifecycle Policy

The Technical Support Lifecycle defines the time frames during which our software products are eligible for patch support and technical support interactive assistance.

ProductVersionRelease DateEOLEOSL / ESL
Ambience4.x.xApril 01, 2015April 01, 2020April 01, 2025
Repertoire8.8November 18, 2016November 18, 2021November 18, 2026
Repertoire8.x.xAugust 02, 2010August 02, 2015August 02, 2020
Repertoire7.x.xJune 01, 2007November 03, 2010November 03, 2017

Below list shows the End of Life (EOL) and the End of Support Life (EOSL) cut-off dates for the release of Elixir products.

VersionRelease DateEOLEOSL
4.5.0April 1, 2018April 1, 2020April 1, 2025
4.4.0August 1, 2017April 1, 2020April 1, 2025
4.3.0December 1, 2016April 1, 2020April 1, 2025
4.1.3October 18, 2016April 1, 2020April 1, 2025
4.2.1August 1, 2016April 1, 2020April 1, 2025
4.1.2August 1, 2016April 1, 2020April 1, 2025
4.2.0April 1, 2016April 1, 2020April 1, 2025
4.1.0December 1, 2015April 1, 2020April 1, 2025
4.0.0April 1, 2015April 1, 2020April 1, 2025
3.7.1March 4, 2015May 1, 2019May 1, 2024
3.7.0March 1, 2015May 1, 2019May 1, 2024
3.6.0December 1, 2014May 1, 2019May 1, 2024
3.5.0November 1, 2014May 1, 2019May 1, 2024
3.0.0May 1, 2014May 1, 2019May 1, 2024
2.5.1December 1, 2013October 1, 2018October 1, 2023
2.5.0October 1, 2013October 1, 2018October 1, 2023

VersionRelease DateEOLEOSL
8.8.0November 11, 2016November 18, 2021November 18, 2026
8.7.2September 28, 2015August 2, 2015August 2, 2020
8.7.1April 17, 2015August 2, 2015August 2, 2020
8.6.1December 1, 2013August 2, 2015August 2, 2020
8.6.0August 1, 2013August 2, 2015August 2, 2020
8.5.1April 1, 2013August 2, 2015August 2, 2020
8.5.0October 1, 2012August 2, 2015August 2, 2020
8.4.1March 1, 2012August 2, 2015August 2, 2020
8.4.0September 1, 2011August 2, 2015August 2, 2020
8.3.0June 1, 2011August 2, 2015August 2, 2020
8.2.0March 1, 2011August 2, 2015August 2, 2020
8.1.1December 1, 2010August 2, 2015August 2, 2020
8.1.0October 1, 2010August 2, 2015August 2, 2020
8.0.0August 2, 2010August 2, 2015August 2, 2020
7.7.0November 2, 2009November 3, 2010November 3, 2015
7.6.0August 3, 2009August 3, 2010August 3, 2011
7.5.2June 5, 2009April 3, 2010April 3, 2011
7.5.1May 4, 2009April 3, 2010April 3, 2011
7.5.0April 3, 2009April 3, 2010April 3, 2011
7.4.1February 1, 2009December 1, 2009December 1, 2010
7.4.0December 1, 2008December 1, 2009December 1, 2010
7.3.1September 1, 2008August 1, 2009August 1, 2010
7.3.0August 1, 2008August 1, 2009August 1, 2010
7.2.2May 1, 2008March 1, 2009 March 1, 2010
7.2.1April 1, 2008March 1, 2009 March 1, 2010
7.2.0March 1, 2008May 1, 2008May 1, 2009
7.1.2January 1, 2008September 1, 2008September 1, 2009
7.1.1October 1, 2007September 1, 2008September 1, 2009
7.1.0September 1, 2007January 1, 2008December 31, 2009
7.0.1June 15, 2007June 1, 2008June 2, 2009
7.0.0June 1, 2007June 1, 2008June 2, 2009
6.4.0May 1, 2007June 1, 2008June 2, 2009
6.3.0February 1, 2007February 1, 2008January 31, 2009
6.2.0December 1, 2006December 1, 2007November 30, 2008
6.1.0October 1, 2006October 1, 2007September 30, 2008
6.0.0September 1, 2006September 1, 2007August 31, 2008
1.5.1July 1, 2006June 1, 2007June 1, 2008
1.5.0June 1, 2006June 1, 2007June 1, 2008
5.1.1December 9, 2005September 20, 2006September 20, 2007
5.1.0December 9, 2005September 20, 2006September 20, 2007
1.2.0June 7, 2005May 28, 2007May 28, 2008
5.0.0June 3, 2005September 1, 2006September 1, 2007
4.4.1May 16, 2005May 16, 2006May 16, 2007
4.4.0April 8, 2005April 28, 2006April 28, 2007
4.38April 1, 2005April 1, 2006April 1, 2007
4.3.6March 16, 2005April 28, 2006April 28, 2007
4.3.4October 18, 2004April 8, 2005April 8, 2006
4.3.3October 10, 2004March 16, 2005March 16, 2006
1.0.0May 28, 2004May 28, 2005May 28, 2006
4.3.0February 17, 200418 October, 200418 October, 2005
4.2.0November 18, 2003November 18, 2004November 18, 2005
4.0.0April 28, 2003April 28, 2004April 28, 2005