Bariatric Care - Support Center

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• Incident
  Bariatric care defines a single support incident as an issue that focuses on one aspect of the product – e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. A single support incident may involve multiple phone calls, emails and off-line research.
• Product Defect
  Bariatric care defines a product defect as a technical aspect or functionality of a product that does not execute and deliver results as documented in the supplied product documentation. Unexpected behavior that can be isolated to a user’s specific configuration or environment does not constitute a product defect. BariAnalytics Technical Support may provide troubleshooting suggestions for unexpected behavior in these cases; however BariAnalytics is not responsible for the resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and has been confirmed by a BariAnalytics Support consultant.
• Documentation Error
  Bariatric care defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, Release notes, README files.

• Providing a reasonable solution to the issue
• Providing a reasonable work-around to the issue
• Determination by BariAnalytics that the issue is an enhancement request and forwarding the request to BariAnalytics Product Management for future consideration
• Escalation by BariAnalytics Technical Support of the incident/product defect to BariAnalytics Engineering for review