November 3, 2003

Dear Borland Customer,

Customer success and satisfaction are paramount and are the ultimate goals of Borland. The Borland Customer Support team works hard to meet and exceed your needs at all times and we encourage you to contact us whenever necessary.With this in mind, we are very pleased to announce a better and more versatile process for getting in touch with us for your support needs.

Beginning October 27th, we are making a new contact number available for Technical Support. As the existing support numbers will slowly transition out, the new toll-free support number will expedite the call routing process and direct you to an available agent more efficiently. To contact Borland Technical Support call1-800-353-2211 and, if you have support for more than one product, you will be prompted for your product and contract information before being routed to an available agent. Borland product lines have been put into the following categories to make it easier to navigate to the product you are calling about.


In conjunction with these changes, we want to state that your Product Maintenance agreement entitles you to the best customer support in the industry.Customers will be provided with comprehensive technical support to overcome any possible challenges they may encounter.As a valued customer, your maintenance contract offers the following:

  • Fast, professional & courteous answers to your everyday issues
  • Borland Customer Support Handbook; the roadmap to your success
  • Easy-to-download product releases, upgrades, and patches
  • FAQ’s and Tips-n-Techniques
  • Online product knowledge base to expedite problem resolution
  • Online form for incidents, enhancements, and/or suggestions

As always, our goal is to make our support services, options and policies as clear as possible. In keeping with the Borland corporate strategy, our support operation has taken full advantage of Web technology to realize practical enhancements in customer service.This is most evident with our newly designed and improved Technical Support site being rolled out in the near future.

We have Technical Support Engineers residing throughout the United States available to assist you in being successful. Currently, support hours vary by product and are listed below.

Products Contact Hours
JBuilder,
C++Builder,
Kylix,
Delphi,
InterBase,
Optimizeit Suite,
Optimizeit ServerTrace,
Borland Enterprise Server product line (AppServer, VisiBroker)		 7:00 a.m. - 5:00 p.m. PST
StarTeam product line 6:00 a.m. - 5:00 p.m. PST
CaliberRM product line,
Together product line		 7:00 a.m. - 6:00 p.m. EST

We truly appreciate your business and thank you for being our customer.If for any reason we are not meeting your expectations, I encourage you to call us immediately.

Sincerely,
Borland Technical Support

“In support, we believe that assisting customers is both a privilege and a responsibility. We are committed to furthering our customers' understanding of the full power and potential of our products. Our ultimate goal is to make Borland the industry leader for its exceptional customer support as well as for its great products."