Knowledgebase : Customer Service

Horizon DataSys firmly believes in providing excellent customer service. We will provide support and will resolve any problems with our software the best that we can.

However, there may be some people for whom our software may not work. To allow you to ensure that our software works for you, we provide a 14-day trial period with fully functionality. We believe that a potential customer has plenty of chance to carry out a thorough review and test it within this period.

If you did choose to buy the software, we offer an additional 30-day refund window. This will have a 15% admin/processing fee because by this time of purchase, we have already incurred cost with licenses issuing, user profile creation and e-commerce transactions. We also expect that if you should look for this refund, you have at least submitted one Support Ticket to help resolve your problems.

Our detailed refund policy can be found here.

Minor Updates:
When you purchase any of our Horizon DataSys software products, all in-version updates of your product are free. In-version or minor updates are updates of which the first version number has not changed. For instance - if you've purchased version 9.0, you can upgrade to version 9.1 free of charge. 

If you have subscribed to our annual support program (GOLD or PLATINUM) which is offered at the time of purchase - you will receive free major updates and upgrades as well as prioritized technical support. 
Annual support services can only be purchased at the time of purchase.

Customers that have not purchased annual maintenance will need to check back periodically at our website for any available minor updates.

Major Upgrades:
Major upgrades are indicated by a change in the product version number. So an upgrade from 9.x to 10.x is a major upgrade. Major upgrades usually have a significant amount of improvements and new features.
Therefore, you will have to pay an upgrade fee if you want to take advantage of a major update or version upgrade. For clients that have purchased annual maintenance (Gold & Platinum support) the cost to upgrade to would be as follows:

Major Upgrade Costs

Support Level

Cost of Major Upgrade

Benefits of support package

SILVER

Full List Price

Standard support benefits

GOLD

FREE - No additional cost

Customers with current GOLD support status will receive free major upgrades and prioritized technical support

PLATINUM

FREE - No additional cost

Volume Price Protection for additional licenses. Free major upgrades and prioritized support. Contact your account manager for a detailed quotation. 

If you do not purchase Gold or Platinum support packages; you will not be forced to upgrade and you will still be entitled to technical support if you continue to use the previous version of our products.

Major Upgrades: New Release Upgrade Guarantee
If Horizon DataSys publishes a new version within 60 days of a purchased software license, the customer will be entitled to a FREE license upgrade to the new release.

 

Additional Upgrade Notes for Rollback Rx v10 and Drive Vaccine v10

  • Rollback Rx
    For Rollback Rx 9.1 licenses, purchases made from our Black Friday Sale 2012 (November 23, 2012) onwards, are qualified for a free upgrade to Rollback Rx v10.x

    For Rollback Rx v10.0 license key owners. Because of the license format change for version 10.2, you would not be able to use your current licenses key on the current version. The license key change from version 10.0 to version 10.2 is free. To acquire the new license key, please submit a support ticket with the email used during purchase and your order reference number.

  • Drive Vaccine
    For Drive Vaccine. The official release date of version 10.0 was on May 1, 2013, so only purchases made 60 days before that are qualified for a free upgrade to version 10.0

As a security measure to prevent potential viruses. Our support portal doesn't allow you to send or receive executable files (such as files ending in .exe). Executable files can contain harmful code that might cause malicious software to download to your computer. In addition, it doesn't allow you to send or receive corrupted files, files that don't work properly. 

♦ Files that cannot be sent or received: 

You can't send or receive the following file types:

.ade, .adp, .bat, .chm, .cmd, .com, .cpl, .exe, .hta, .ins, .isp, .jse, .lib, .lnk, .mde, .msc, .msp, .mst, .pif, .scr, .sct, .shb, .sys, .vb, .vbe, .vbs, .vxd, .wsc, .wsf, .wsh

Messages containing the types of files listed above will be bounced back and returned to the sender automatically. The support portal won't accept these file types even if they're sent in a zipped format.

Here are some examples of zipped formats:

.zip, .tar, .tgz, .taz, .z, .gz, .rar

♦ Zip file within another zip file: 

It isn't possible to send a password-protected zip file containing a zip file. Please de-compress all files or remove the password protection if possible.

♦ Maximum file size:

You can send and receive messages up to 25 megabytes (MB) total including attachments. Any message that exceeds this limit will not be delivered and will be returned to the sender.

If you do require further assistance on how to submit a file for support, submit us a ticket.

Horizon DataSys is very concerned that the Customer experience with our software be a pleasant one. Therefore, we provide a Free Trial period, so that you may fully evaluate our software and make an informed buying decision.

Obviously, we have had to place some reasonable limits on this offer, and they are as follows:

  1. You may install a Free Trial once and only once on a machine. Uninstalling and reinstalling the trial copy will not work
  2. The Free Trial Period is for 15 days.
  3. Once you install the software, please ensure that your testing is completed within the 15 days. The software cannot be re-authorized for a further trial period.
  4. The trial software is fully functional -- that is, you can do everything with it that you could with a fully licensed copy. This will allow rigorous testing.
  5. Once the Trial period is over, the software will stop working. The only options left are to either uninstall or activate the software.
  6. If you feel that Rollback Rx is right for you, please activate it ASAP. We get Support calls from people who tested, decided to purchase, but then got involved in something else. Six months later, some disaster occurred and now they have no recent snapshots to Rollback to. There is nothing we can do for them after the fact.

RollBack Rx, Drive Vaccine and Reboot Restore Rx can get you out of almost any PC problem when all is running as intended. But occasionally, as it always will be in the software world, bugs crop up, an update goes awry, or something just doesn’t make sense and you need some help. This is when you would contact our support department.

To ensure your message gets to the right people as fast as possible here’s a quick guide you can follow to make sure you are getting the best support.

Submitting a Support Ticket

The best way to get your issue in the hands of a technician is to submit a Support Ticket directly from our support website. Here are the necessary steps to take.

-          Visit support.horizondatasys.com and select “Submit a Ticket” from the banner menu.

-          Choose the appropriate department to submit the ticket to.

-          Click “Next”.

-          On the next screen fill out your contact information, then in the message box describe your issue(s). It’s important to be as detailed as possible, not just in describing the issue, but what version of the software you’re running (including the Build # if accessible), your Windows OS and any other points of interest you might be thinking of.

-          Attach files. This is where you can submit a screenshot of the error, or log files when requested by a technician (found by navigating to Program Files/Shield and creating a zip file of shield.dat, 128.dat, subconsole.log, setup.log).

-          Click “Submit”.

At this point you will receive an email notification at the contact email address you entered in your support ticket. If you do not receive this email in a few minutes, check your Spam and/or Trash folders, as sometimes it can be filtered into these sections.This is important to note as any response from our technicians will be sent as a notification to your email address. Do not filter these notifications or your ticket may be closed if there’s been inactivity for more than 3 days.

Submitting a Support Email

Sometimes you may be guided to submit an email directly to support(at)horizondatasys.com. Doing so will create a support ticket in the same manner as in Step 1, but to gain access to the responses from our technicians there are some different steps you must follow.

-          In the message box, describe your issue(s). ). It’s important to be as detailed as possible, not just in describing the issue, but what version of the software you’re running (including the Build # if accessible), your Windows OS and any other points of interest you might be thinking of.

-          Attach files. This is where you can submit a screenshot of the error, or log files when requested by a technician (found by navigating to Program Files/Shield and creating a zip file of shield.dat, 128.dat, subconsole.log, setup.log).

-          Send the email.

-          After a few minutes you should receive two emails from Horizon DataSys. One of them will let you know you have submitted a ticket and an account has been created for you. The second will have your account name and a temporary password for you to use to sign-in.

-          Sign-in to your account and update your password. You may also update your profile information here.

-          Once a technician has responded, you will receive an email notification that will bring you back to this support portal. It’s important you retain your log-in information to access the responses.

That’s it! If you have followed either of these two steps then your information has been successfully submitted to our support technicians.

Important Notes

-      It can take up to 24 business hours to receive a response from a technician.

-      A ticket will automatically close after three days of inactivity after a technician has responded.

-      If a ticket is closed and you want the issue re-opened, log in to the support portal and access the ticket. If you reply, it will re-open the ticket.

A Home User is categorized under Consumer. A consumer license can be purchased by the home user that has 1 -5 PCs. As a Home users, you will need a license (Product ID) for each PC that you would like to have RollBack Rx installed onto.

Horizon DataSys has introduced 3 types of Home User license packs:

  • Single User License
  • 3 Pack User License
  • 5 Pack User License

 Below is a screenshot of what should like while you are purchasing a home user license through the Consumer

Each License Pack offers a discount based on license pack selected.  When ordering online, the customer will receive multiple Product ID's based on the license pack purchased.

To purchase these home license packs visit: Home User License Packs

If you require further assistance, contact Horizon DataSys Support: "Submit a Ticket"

All home users utilizing Horizon DataSys software have a limit of up to five Offline Activations per year, pending a submitted ticket to the technical support team explaining the reason(s).

Offline Activations are issued per the discretion of the technician.

Horizon DataSys produces invoices for all orders purchased via quote. We understand that our users require an invoice for these purchases and make them readily available.

All invoices are uploaded to the User Profile of the email listed on the original quote. The invoice may not be up right away as it can take 2 to 3 business days to have an invoice produced and uploaded.

The following is a step-by-step guide on how to locate and download your invoice.

1) Go to our Support Page and log in with the email address used to purchase the program.



2) On the top bar are a few options, click on the ‘My Invoices’ option.



3) Locate the invoice needed and click the download link to initiate the download.



NOTE: If an invoice does not appear under your invoices, it may be under your Organization’s invoices.



If you continue to have issues locating your invoice, please “Submit a Ticket” with the email address used during purchase and, if possible, include the Quote Number from the purchase.