Dimdim is committed to superior customer service. We are proud to employ the best, most professional and timely support team in the business. We offer a variety of support packages and methods, including forums, self-help knowledge bases, bug reporting, tracking and even 24/7 crisis support.
Dimdim Resources
Get under the covers with Dimdim.
Documentation. Click for Dimdim Specifications, User Guides, Integration Guides and more.
Dimdim Videos. Watch these short videos to see what the fuss is about.
- Dimdim Demo Video.See a brief overview of the major features of Dimdim.
- Dimdim Launch Video. Watch Dimdim make Webex history at our DEMO 2007 launch.
Open Source Support. Click for support from the active Dimdim community at Sourceforge.net.
Supported Platforms. Dimdim gets along with Windows, Mac and Linux.
- To host or attend a Dimdim Web Meeting you simply need a modern web browser. We’ve tested Firefox 1.5, IE 6 & Safari 2 and greater.
- Adobe Flash Player Version 9 is also required. (Most browsers already have Flash installed.) Click on this link to install Flash if you need it.
- Click to test your system to ensure it works great with Dimdim.
Support Policies.
Dimdim is committed to resolving customer problems quickly and professionally.
Please contact Dimdim by raising your support request via the forums at http://forums.dimdim.com/forum/ Your support request will be addressed by Technical Support Team members and suggest a resolution either Knowledge Base Articles or additional troubleshooting steps.
You can also search the Dimdim Knowledgebase here http://help.dimdim.com/activekb
Response Times
Initial response times are dependent upon urgency and criticality assigned to support requests which can be either Bugs, Enhancements requests or General Tasks. Categories are as follows:
Blocker ( Highest - Showstopper): This category is defined when any of the following events happen:
The product is unusable.
No workaround available.
Major feature not working.
Install Failures - of publisher & servers.
Performance problems rendering the product unusable
Usability problem leading to a major expectation failure
System outage leading to loss of business
Critical - (Showstopper with workaround):This category is defined when any of the following events happen:.
The product is unusable but a straightforward workaround exists.
Major feature not working as expected.
Tier 2 platform (e.g MAC/Linux Presenter) specific problems.
Typos in high exposure screens.
Usability problems with major features.
Major - (Feature not working under specific conditions): This category is defined when any of the following events happen:
New Documentation needed.
Documentation Errors.
Typos in low exposure screens & error messages,
Usability problems with minor features.
Intermittently reproducible issues.
Minor – (Minor Feature not working under specific conditions): This category is defined when any of the following events happen:.
Improvements & Enhancements
Trivial – (Lowest level.): This category is defined when any of he following events happen:.
Typos in screens not normally encountered.
Dimdim is committed to resolving customer problems quickly and professionally.
Please contact Dimdim by raising your support request via the forums at http://forums.dimdim.com/forum/ Your support request will be addressed by Technical Support Team members and suggest a resolution either Knowledge Base Articles or additional troubleshooting steps.
You can also search the Dimdim Knowledgebase here http://help.dimdim.com/activekb
- The Technical Support Team assigns case priority based, in part, on the urgency that you indicate.
- After reasonable troubleshooting an unresolved case will be escalated to Engineering directly for resolution.
Response Times
Initial response times are dependent upon urgency and criticality assigned to support requests which can be either Bugs, Enhancements requests or General Tasks. Categories are as follows:
Blocker ( Highest - Showstopper): This category is defined when any of the following events happen:
The product is unusable.
No workaround available.
Major feature not working.
Install Failures - of publisher & servers.
Performance problems rendering the product unusable
Usability problem leading to a major expectation failure
System outage leading to loss of business
Critical - (Showstopper with workaround):This category is defined when any of the following events happen:.
The product is unusable but a straightforward workaround exists.
Major feature not working as expected.
Tier 2 platform (e.g MAC/Linux Presenter) specific problems.
Typos in high exposure screens.
Usability problems with major features.
Major - (Feature not working under specific conditions): This category is defined when any of the following events happen:
New Documentation needed.
Documentation Errors.
Typos in low exposure screens & error messages,
Usability problems with minor features.
Intermittently reproducible issues.
Minor – (Minor Feature not working under specific conditions): This category is defined when any of the following events happen:.
Improvements & Enhancements
Trivial – (Lowest level.): This category is defined when any of he following events happen:.
Typos in screens not normally encountered.
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